The Customer Success Pioneer - by Kellie Lucas (Paperback)
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<p/><br></br><p><b> About the Book </b></p></br></br>Find the right path the first time! Use this transformation handbook to navigate your way through the first year of defining, establishing and expanding a world-class Customer Success function for your company.<p/><br></br><p><b> Book Synopsis </b></p></br></br><ul> <li>Are you a Customer Success Executive or making your way up the Customer Success ladder? </li> <li>Do you want to transform churn into maximum recurring revenue and growth? </li> <li>Are you looking for a clear route to an established framework? </li> <li>Are you determined to be proactive, rather than constantly firefighting, with your customers? </li> <li>Is your company invested in or implementing a customer-focused philosophy?</li> </ul> <p>If you answered yes to any of these questions, this book is for you!</p> <p>Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.</p> <p><em>The Customer Success Pioneer </em>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.</p> <p> </p><p/><br></br><p><b> Review Quotes </b></p></br></br><br><p>'<em>The Customer Success Pioneer</em> 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 <em>Customer Success</em></p><p>'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</p><p>'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, <em>The Customer Success Pioneer</em>, 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</p><p>'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</p><p>'<em>The Customer Success Pioneer</em> 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</p><p>'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</p><br>
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