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I felt that this book was a culmination of best practices from other disciplines and tried to package old wine in new wine skins. The best chapter in the book was the one that described how to map CSMs to segments based on ARR. Definitely a few gold nuggets in there.
This handbook which I got today is the best investment in my own professional development I made recently. I love the way this is laid out and the simplicity of it all. It's extremely easy to read & practical to follow. This is great work and is a must-have book for every CSM professional The sections are very easy to read and you can literally pick-up topics that are of specific interest to you or read this back to back. I am already using the information in the book to create some processes internally.
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.