The Customer Success Professional's Handbook
Gainsight's principal strategist is Ruben Rabago. He established Pulse+, a revamped continuation of the world's largest education program for customer success experts, and he consults with colleges on curriculum development. Ruben also oversees Gainsight's community outreach, which aims to increase diversity in the profession.
Gainsight-the Customer Success Company's chief customer officer is Ashvin Vaidyanathan. Ashvin began his career with Gainsight as a customer success manager, and he spent much of his time there developing new and innovative methods.
The Customer Success Manager has evolved into a valuable asset to businesses of all sizes. That critical role will only grow in prominence as the subscription model spreads from the cloud and SaaS to new sectors of the economy. This is because, in order to compete and survive in this new climate, you must center your approach on the consumer. You must acknowledge that you are no longer selling a product. You're selling a result. CSMs are dedicated to capturing and achieving those results by listening to their customers, understanding their needs, and modifying goods and services to drive success. Although some current publications address the customer success imperative, until today there has been no authoritative instruction manual for the CSM profession.
The Customer Success Professional's Handbook is the go-to resource for CSMs and other related professions in the field. This practical, first-of-its-kind textbook fills a large gap in professional customer success literature by delivering the knowledge that every CSM requires to succeed—from practitioner to senior leadership. The authors, who are recognized specialists in creating, training, and managing Customer Success teams, provide real-world guidance and practical recommendations for both aspiring and seasoned CSMs. The manual was written by practitioners for practitioners. This much-needed book is an invaluable resource for front-line Customer Success Managers.
- Shows how to create, implement, and manage a Customer Success team.
- Assists new CSMs in developing their skills and proficiency in order to be more employable and advance in their careers.
- Managers are given explicit instructions on how to hire a fantastic CSM.
- Presents real strategies for increasing revenue during renewal, expansion, and customer advocacy opportunities.
- Describes tried-and-true approaches and strategies for coaching CSMs throughout their careers.
- With more than a dozen of the industry's most regarded professionals providing their thoughts, this book provides essential insights from Gainsight, the Customer Success Company, and the larger customer success community.
Customer Success Manager is currently one of the world's fastest-growing careers, with over 70,000 available positions. The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers will be your go-to guide at every point of your CSM career. It is among the best books on customer success.
Author: Ashvin Vaidyanathan and Ruben Rabago
Link to buy: https://www.amazon.com/Customer-Success-Professionals-Handbook-Careers-While-ebook/dp/B083XKZN8C
Ratings: 4.7 out of 5 stars (from 334 reviews)
Best Sellers Rank: #327,182 in Kindle Store
#106 in Customer Relations (Kindle Store)
#197 in Management Skills
#318 in Career Guides
