Overview

*SHORT-LISTED FOR THE BUSINESS BOOK AWARDS 2020!* Are you a Customer Success Executive or making your way up the Customer Success ladder? Do you want to transform churn into maximum recurring revenue and growth? Are you looking for a clear route to an established framework? Are you determined to be proactive, rather than constantly firefighting, with your customers? Is your company invested in or implementing a customer-focused philosophy? If you answered yes to any of these questions, this book is for you! Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals. The Customer Success Pioneer is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

Full Product Details

9781788600392

Table of Contents

Reviews

A really comprehensive useable handbook on the emerging philosophy and movement of Customer Success. A must reach-for guide for CS managers and executives. Useful summaries and highlights throughout. Packed with loads of ideas, experience and useful thoughts, and it’s well-structured making it easy to access. * Amazon.co.uk * Must read for anyone either working in Customer Success or with Customer Success departments! * Amazon.co.uk * The book provides a thorough overview on what is customer success. Most of the book expands on the author’s experience in building a customer success organization from the ground up. It’s rich with examples, including questions you should ask yourself, how to measure your success, how to scale your team etc. Definitely worth a good read. * Amazon.com *

'The Customer Success Pioneer covers the foundational topics of establishing your Customer Success organisation. It provides insight into why this is an accelerating business imperative and practical guidance of how to create and evolve your customer-focused activities, including how to align this across your entire business and why you should!' - Dan Steinman: General Manager, Gainsight EMEA and Co-Author Customer Success 'A highly informative book loaded with practical and proven customer success advice drawn from Kellie's many years of experience. An absolute must for any executive looking to design their customer success program.' - Irit Eizips: Chief Customer Officer and CEO, CSM Practice and Top 100 Customer Success Strategist 2013-2018 'Perhaps the most vital attribute of a Customer Success Manager is domain expertise sufficient to enable a person to speak with thevoice of authority. Possession of such knowledge is a key factor in becoming a trusted advisor. In her book, The Customer Success Pioneer, Kellie Lucas clearly demonstrates deep domain expertise in the profession of Customer Success Management. Using her DIME approach, Design, Implement, Measure and Evolve, Kellie takes her audience through the tasks and realizations that ought to be accomplished during the initial 12 months of a Customer Success Initiative in any company. Yes, you can Do It Yourself -- many CS professionals have done so in companies all around the world for many years now. The Customer Success Pioneer provides you with a clear map of the journey to be undertaken. Used properly, the book will save you substantial amounts of time and money, and vastly increase your chances for success in your initiative.' - Mikael Blaisdell: Executive Director, The Customer Success Association and The Customer Success Forum 'Kellie is one of the most admired thought-leaders in the Customer Success space and whose opinion I respect greatly. Her excellent book provides an invaluable insight into the importance of Customer Success and how it can make meaningful diff erences to all businesses who truly care about helping their clients realise maximum ROI. Not only will this book help you to develop a Customer Success framework, it will also provide the guidance you need to ensure that it evolves with your business and that you are able to measure its eff ectiveness - both internally and externally.' - Adam Joseph: Founder, CSM Insight and Director of Customer Success, Gainsight EMEA 'The Customer Success Pioneer is a masterful cookbook for anyone seriously considering setting up a Customer Success organisation or designing the next stage of its evolution. Read this book - and don't forget to take notes!' - Rohit George: Regional Vice President - Customer Success, MuleSoft 'With the rapid shift towards recurring revenue and subscription-based business models, Customer Success is now vital to the health of so many organisations. Whether just getting started in Customer Success or a seasoned Customer Success professional this book is invaluable in helping develop and imbed the culture of Customer Success within your organisation. Kellie has brought together key organisational structures, methodologies and metrics to support the development of a Customer Success organisation that can become a revenue growth engine for your business.' - James Russell: Senior Manager, Client Success EMEA, Bazaarvoice and Customer Success Leader and Strategist

Author Information

Kellie Lucas is a Founding Director at ForseLucas, the consulting business which helps C-Suite executives and their teams establish and maximise their revenue growth engine through Customer Success. A founding member of the European Customer Success network, she works with her peers to pioneer the emerging profession and co-founded CustomerSuccessNetwork.org, EMEA’s primary Customer Success community. Kellie is a regular speaker at conferences such as SuccessCon, Pulse Europe and CSU Live. Beginning her career in Finance and transferring to IT, she spent over 20 years consulting for and with enterprise businesses like HSBC, Barclays, IBM, Deloitte and Vodafone. Kellie then moved to Ghana to work with anti-slavery NGO Challenging Heights and continues to lend her voice to the third sector wherever possible to extend the reach of her passion to help people achieve their dreams and goals. She is an NLP Master Practitioner providing expert leadership, coaching and mentoring to her peers and clients in project and relationship management, most specifically with a focus on Customer Success.

Tab Content 6

Customer Reviews

Recent Reviews

Countries Available