{"product_id":"the-customer-success-professionals-handbook-how-to-thrive-in-one-of-the-worlds-fastest-growing-careers-while-driving-growth-for-your-company-hardcover","title":"The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth for Your Company - Hardcover","description":"\u003cp\u003eby \u003cb\u003eAshvin Vaidyanathan\u003c\/b\u003e (Author), \u003cb\u003eRuben Rabago\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eThe definitive \"Customer Success Manager How-To-Guide\" for the CSM profession from Gainsight, who brought you the market-leading \u003ci\u003eCustomer Success\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession--\u003ci\u003euntil now\u003c\/i\u003e.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Customer Success Professional's Handbook \u003c\/i\u003eis the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed--from the practitioner level all the way to senior leadership. The authors--acknowledged experts in building, training, and managing Customer Success teams--offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: \u003c\/p\u003e \u003cul\u003e \u003cli\u003eDemonstrates how to build, implement, and manage a Customer Success team\u003c\/li\u003e \u003cli\u003eHelps new CSMs develop their skills and proficiency to be more employable and grow in their careers\u003c\/li\u003e \u003cli\u003eProvides clear guidance for managers on how to hire a stellar CSM\u003c\/li\u003e \u003cli\u003ePresents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities\u003c\/li\u003e \u003cli\u003eExplains proven methods and strategies for mentoring CSMs throughout their careers\u003c\/li\u003e \u003cli\u003eOffers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry's most respected leaders contributing their perspectives \u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eCurrently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. \u003ci\u003eThe Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers\u003c\/i\u003e--\u003ci\u003eWhile Driving Growth For Your Company \u003c\/i\u003ewill prove to be your go-to manual throughout every stage of your CSM career.\u003c\/p\u003e\u003ch3\u003eFront Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eCustomer Success: The wave of the future of the customer service profession\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eThe customer service model has been the default for businesses for centuries, but in the age of subscription, cloud-based solutions, and Software as a Service (SaaS), that model no longer proves effective. And it is not just technology--every sector is undergoing a fundamental shift in consumer expectations. Customers and businesses are demanding a higher standard. In short, they are demanding customer success. \u003c\/p\u003e\u003cp\u003eThe Customer Success Manager (CSM) role is one of the fastest growing jobs as a result. This is a global trend that is unlikely to slow because instead of being content with purchasing a product and walking away, customers are purchasing and expecting results. The CSM ensures that customers have the tools, information, and training they need to achieve their desired outcomes. They capture customers' objectives, map out a pathway to achieving them, and measure success against those goals using sophisticated tools and data-based feedback. \u003ci\u003eThe Customer Success Professional's Handbook\u003c\/i\u003e serves as an invaluable resource for anyone working or interested in this emerging function. Whether you're a novice or a seasoned CSM, Account Manager, or in an adjacent role, it offers practical advice you can use right away to deliver meaningful results to your customers--and ultimately revenue growth to your company. \u003c\/p\u003e\u003cul\u003e \u003cli\u003eBuild and manage a strong Customer Success team\u003c\/li\u003e \u003cli\u003eDevelop your skills to boost effectiveness and employability\u003c\/li\u003e \u003cli\u003eApply proven strategies to successfully operationalize customer success\u003c\/li\u003e \u003cli\u003eUse practical tips to increase revenue and identify methods for improving results for customers\u003c\/li\u003e \u003cli\u003eHire the ideal CSM for your organization\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eLeading forecasters are demonstrating that companies will be hiring CSMs in unprecedented numbers over the coming years. Apply the lessons in \u003ci\u003eThe Customer Success Professional's Handbook\u003c\/i\u003e to develop the competitive edge you need to stand out in the crowd.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003ePraise for THE \u003cb\u003eCUSTOMER SUCCESS\u003c\/b\u003e PROFESSIONAL'S HANDBOOK\u003c\/p\u003e \u003cp\u003e\"In the Age of the Internet that ushered in this century, product was still king, and the product manager was the role around which everything else revolved. Today we are in the Age of the Customer, where the customer is king, and the role around which everything else must revolve is the customer success manager. This is a new role, and that makes \u003ci\u003eThe Customer Success Professional's Handbook\u003c\/i\u003e a timely and welcome contribution across the globe. It is comprehensive, accurate, and incredibly well informed, making it a 'must-read' for anyone performing, managing, or entering the profession.\"\u003cbr\u003e\u003cb\u003e--Geoffrey A. Moore, \u003c\/b\u003e Author, \u003ci\u003eCrossing the Chasm\u003c\/i\u003e and\u003ci\u003e Zone to Win\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Ashvin and Ruben have created an all-in-one guidebook for creating customers for life. This is required reading for anyone in the customer success profession.\"\u003cbr\u003e\u003cb\u003e--Nick Mehta, \u003c\/b\u003e CEO, Gainsight, Co-Author, \u003ci\u003eCustomer Success\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Ashvin and Ruben do an incredible job of taking you step-by-step to define and build a successful CS Organization. It is a must-read for any founder, CEO, executive, and customer success professional.\"\u003cbr\u003e\u003cb\u003e--Christina Kosmowski, \u003c\/b\u003e VP, Global Head of Customer Success, Slack\u003c\/p\u003e \u003cp\u003e\"\u003ci\u003eThe Customer Success Professional's Handook\u003c\/i\u003e teaches you how to scale Customer Success, drive up NPS and revenue retention, and get out ahead of the competition. Customer Success should be a science and not just an art. The \u003ci\u003eHandbook\u003c\/i\u003e helps you realize that.\"\u003cbr\u003e\u003cb\u003e--Jason M. Lemkin, \u003c\/b\u003e SaaStr CEO and Founder\u003c\/p\u003e \u003cp\u003e\"This one-of-a-kind guide from leading experts. . . provides practitioners with actionable insights and advice to help them drive growth for their companies and succeed in their careers.\"\u003cbr\u003e\u003cb\u003e--Yamini Rangan, \u003c\/b\u003e Chief Customer Officer, Dropbox\u003c\/p\u003e \u003cp\u003e\". . . the most comprehensive book that's ever been written on the critical steps for successfully implementing CS at scale. . . the \u003ci\u003eHandbook\u003c\/i\u003e not only communicates what needs to be done but how and why. . . a book that should be in the minds and on the desk of every CS professional.\"\u003cbr\u003e\u003cb\u003e--J.B. Wood, \u003c\/b\u003e President and CEO, TSIA\u003c\/p\u003e \u003cp\u003e\"Business Success = Customer Success. When companies realize this truth, they'll want this handbook!\"\u003cbr\u003e\u003cb\u003e--Therese Tucker, \u003c\/b\u003e CEO and Founder, BlackLine\u003c\/p\u003e \u003cp\u003e\"This is a straight-up cookbook for one of the most important recipes in business growth today--the customer success organization.\"\u003cbr\u003e\u003cb\u003e--Jay Simons, \u003c\/b\u003e President, Atlassian\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eASHVIN VAIDYANATHAN\u003c\/b\u003e is the Chief Customer Officer at Gainsight--the Customer Success Company. Ashvin started at Gainsight as a Customer Success Manager and spent many of his early years at Gainsight building new and innovative processes. Prior to Gainsight, Ashvin was at McKinsey \u0026amp; Company consulting with companies on Marketing, Sales and Customer Experience transformations. When not at Gainsight, Ashvin is an advisor to several companies on the subjects of Customer Success and Customer Experience. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eRUBEN RABAGO\u003c\/b\u003e is Gainsight's Chief Strategist. He launched Pulse+, a refreshed continuation of the world's largest education program for Customer Success professionals and provides curriculum guidance to universities. Ruben also leads Gainsight's community outreach intended to elevate diversity in the profession. He was one of Gainsight's first CSMs and has more than 20 years of experience growing customer teams in traditional and SaaS-based companies, and currently serves as advisor to Customer Success professionals around the globe. \u003c\/p\u003e\u003cp\u003eCONTRIBUTORS \u003c\/p\u003e\u003cp\u003e\u003cb\u003eAlan Armstrong, \u003c\/b\u003e CEO, Eigenworks \u003c\/p\u003e\u003cp\u003e\u003cb\u003eCarine Roman, \u003c\/b\u003e Global Head of Customer Success at LinkedIn Talent Solutions \u003c\/p\u003e\u003cp\u003e\u003cb\u003eChad Horenfeldt\u003c\/b\u003e, VP of Client Success, Updater \u003c\/p\u003e\u003cp\u003e\u003cb\u003eChrisy Woll, \u003c\/b\u003e VP of Customer Success, CampusLogic \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDavid Kocher, \u003c\/b\u003e VP of Customer Success, GE Digital \u003c\/p\u003e\u003cp\u003e\u003cb\u003eEaston Taylor, \u003c\/b\u003e Director of Customer Success, Gainsight \u003c\/p\u003e\u003cp\u003e\u003cb\u003eEduarda Camacho, \u003c\/b\u003e Executive VP, Customer Operations at PTC \u003c\/p\u003e\u003cp\u003e\u003cb\u003eElaine Cleary, \u003c\/b\u003e Principal CSM, Director of Education Services, Gainsight \u003c\/p\u003e\u003cp\u003e\u003cb\u003eErin Siemens, \u003c\/b\u003e SVP Client Success, ADP \u003c\/p\u003e\u003cp\u003e\u003cb\u003eJohn Sabino, \u003c\/b\u003e Chief Customer Officer, Splunk \u003c\/p\u003e\u003cp\u003e\u003cb\u003eJon Herstein, \u003c\/b\u003e Chief Customer Officer, Box \u003c\/p\u003e\u003cp\u003e\u003cb\u003eMary Poppen, \u003c\/b\u003e Chief Customer Officer, Glint \u003c\/p\u003e\u003cp\u003e\u003cb\u003eNadav Shem-Tov, \u003c\/b\u003e Director of Teammate Success-CS, Gainsight \u003c\/p\u003e\u003cp\u003e\u003cb\u003ePatrick Eichen, \u003c\/b\u003e VP Client Success, Cornerstone OnDemand \u003c\/p\u003e\u003cp\u003e\u003cb\u003eStephanie Berner, \u003c\/b\u003e Global Head of Customer Success at LinkedIn Sales Solutions \u003c\/p\u003e\u003cp\u003e\u003cb\u003eTravis Kaufman, \u003c\/b\u003e VP of Product Growth, Gainsight\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 288\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 1.1 x 9.1 x 6.2 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eIllustrated:\u003c\/strong\u003e Yes\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e January 15, 2020\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51772718448928,"sku":"9781119624615","price":32.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/356c70e44f2e4b59881199f33b2c818e.webp?v=1780412398","url":"https:\/\/ebocreations.com\/products\/the-customer-success-professionals-handbook-how-to-thrive-in-one-of-the-worlds-fastest-growing-careers-while-driving-growth-for-your-company-hardcover","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}