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Not only did I thoroughly enjoy reading this book, but I have already started taking content from it to assist me in my role as a CSM team lead. Recently I worked on a task to deliver to C-Level within my org, I used graphical content and supporting commentary to help me with the delivery of that task. My main guidance is read this, consume the content but reference it as you work through your day to day role. As a CSM, take this content and develop very strong best practice techniques to help you and your customers succeed. Can't wait for the Customer Success Economy now!!
CSM's, CCO's, CEO's and anyone that is serious about How to Thrive, wants to boost NPS and increase customer retention this book is a must! With excellent insights into the CSM role, how it impacts your business, your customers and your bottom line. Tips and tricks and guidance from the get-go. An easy read that delivers a real punch and resonates with your role as a CSM, regardless of industry. This Handbook shares how business is evolving, what's now important and most importantly how, as a CSM, you can progress from great to magnificent!
The first book in this series awoke my interest in customer success and helped me prepare for the recruitment interviews (and get the job). This new volume looks at all the essential aspects of day-to-day customer success work. It is structured, clear and packed with excellent hands-on advice from outstanding professionals who have taken the time to reflect and analyse the tenants of great customer success work. When I buy professional books I often find that the author spread over 250 pages what could be said in two paragraphs. Not in this case. Each chapter is informative and the interviews with CS professionals bring a lot of additional insights and ideas. One of the reasons I love my job is that, in addition to being efficient and professional, there is room for me to be myself and connect with my customers on a human level. I was impressed to find that the human aspect of customer success features prominently in the book. Customer success is not presented as a mere list of techniques and tasks to be performed in various situations : In order to be outstanding customer success also has to be infused with something more evasive yet just as powerful : the human touch. This resonates with me at a deep level. As I grow into my customer success role and learn to love it more and more I find myself going back and again to this book for inspiration and advice. Thank you for sharing those insights and highlighting the significance of Customer Success !
Fantastic book! As someone who's making the transition into Customer Success, this handbook was like finding gold. Ashvin and Ruben did a fantastic job walking the reader through the history of CS, why it's so important to a company's ARR, and how to be a successful CSM by analyzing customer health scores. The CS industry has changed dramatically in the past decade, and this handbook provides new ideas to drive customer engagement and increase retention. I'd recommend this book to those making the transition into Customer Success, as well as established CSMs and CS leaders.
This is a comprehensive and very useful guide for those who want to pursue and be an effective customer success professional or run part or all of a customer success function in a company. In particular, it is useful for getting clear on the role of customer success in relation to sales, marketing, engineering, and product management. It also has great tips for executing well and measuring success.
As a CSM, I found there was 70% things I do consistently and agree with the phiosophies behind and the remaining 30% has been added to my repertoire. It gets the Customer Success juices flowing and I was able to share inspired ideas with my team including using the JB Wood Consumption Gap Graph as a way to display missing value to the customer as well as displaying expanded value added in each product release since they started with us to really drive the total value and potential value of their partnership with us.
I highly recommend this book to all current and future customer success managers.
Clear and inspiring content on the practical day-to-day of a #customersuccessmanager -The Customer Success Prof Handbook by Ashvin Vaidyanathan and Ruben Rabago, Gainsight.
This handbook was like finding gold. Ashvin and Ruben did a fantastic job walking the reader through their vision of #CS, and how central to your business it is.
My main takeaway: 📌 As all success is tie to the company product. The role of a Customer Success, beyond reducing #churn, is to work hand in hand with the product team to enhance the product value, based on client's feedback.
Thank you Ashvin Vaidyanathan and Ruben Rabago. Finally got my copy today. There is a new holy book, full of wisdom for our craft. A wonderful view into our past, present, and future. #leadership #customersuccess