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Summary

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales. Customer Success is the first-of-its-kind resource for business leaders who need best-in-class guidance for developing a recurring revenue business.

Software as a service (SaaS) businesses led the charge into the subscription economy, and this guidebook is highly relevant to leaders of those companies by providing a methodology for creating the infrastructure and teams to both renew and upsell customers. The success of SaaS companies has spread across industries, and now all types of businesses are looking to convert to a subscription or pay-as-you-go model, or at least add a like component to their existing business model. Leaders in these situations can equally benefit from the A-to-Z coverage inside, which walks you from the very beginnings of the Customer Success movement to the latest best practices and success stories.

The practical chapters are rated by relevance to business type for quick reference and focused learning. Additionally, this next-level tool doesn't stop at a singular perspective but features authorial contributions from today's leading Customer Success practitioners, who share their personal insights into the realities of focusing a company on the success of its customers.

Whether this is your first step into a recurring revenue business model or you need to revamp your SaaS company into the big leagues, this game-changing presentation by three industry influencers from the leading company in Customer Success gives you the understanding and solutions you're looking for, including:

  • The 10 laws of Customer Success, including complete explanations, real-world examples, and customized information for different business needs
  • How cloud technology has redefined Customer Success and what a customer-centric company needs to do to maintain a competitive edge
  • An in-depth look at the critical technology needed for outstanding Customer Success
  • Easy-to-understand approaches to capturing the sophisticated metrics that drive prosperous customer-centric programs

©2016 Gainsight (P)2017 Gildan Media LLC

What listeners say about Customer Success

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great read

very informative and practical CS advice. enjoyed & agreed with their mindset and approach. Will definitely be applying the learning in my CS job

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Great content, devastatingly dull

The actual content and case studies were great but the delivery was abysmal. Had to fight to keep my eyes open

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Too conceptual and hard to keep focused.

I found the audiobook more conceptual than I was expecting and hoping... Also it was very hard to keep focused, and I hit the 30s button more than most audiobooks that I listened to before.

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  • S. Wheelhouse
  • 07-12-18

Business to Company???

Lots of practical ideas from a variety of contributors. I have the print version as well, the narrator interpreted B2C as Business to Company, rather than Consumer - it confused me for the first half of the book.

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  • Ernest Kiwele
  • 15-01-18

Well structured and highly informative

What did you love best about Customer Success?

The book delivers on the promise of its cover. It became a little too technically practical for me, but that's only relative to my expectations. Those looking forward to actually implementing the concepts in organizations will love it even more.

What other book might you compare Customer Success to and why?

The 1-page marketing plan. Like that book, this one follows an outstanding structure that demonstrates research and masterful content organization.

Did the narration match the pace of the story?

The narration is good. There are some questionable passages where we learn phrases such as "Business to company" (after hearing "business to business"), or "Subscription as a service", ... This may be the author, the narrator, or the listener (me), but maybe that's also where a printed book makes particular sense.

Any additional comments?

The author combines good technical knowledge with real experience to lift the concept of customer success to the level of intuitive and practical knowledge for the reader.

How each chapter is organized and how all chapters are sequenced form a refreshingly pleasant and effectual way to write a book that's more and better than an outpouring of reference content.People in the software industry will be more likely to take more out of this book, as that is the author's background and that didn't escape the pages of the book. Most examples and even whole new concepts are grounded in the software delivery system. That, however, is just about predisposition, because the book makes the point of contextualizing in dedicated sections/chapters the applicability of customer success to businesses outside the (subscription-based) software paradigm.

I have learned to appreciate books that make a census of all that's related to their subject matter and set out to specifying it in light of all that it has to be contrasted with. It's a pleasure following such a book reading journey, it is a pleasure following this book's journey.

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  • Naota H.
  • 07-04-21

Good content don’t buy the audible

Content is good voice narration sounds very robotic. Awful narration had to stop it it was so bad and had to get the book. Good luck if you bought the audio.

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  • Matthew Frederickson
  • 24-07-20

Beginners coverage of digital transformation

Great concepts and details about business changes due to continued digital transformation. Could have been much shorter as it was 60% Salesforce ad and common sense, 20% how to tie SalesForce into you strategy, and 10% great info. Still very worth the listen. If you are not a SalesForce fan you may want to skip.

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  • Marcello Jaspan
  • 15-04-22

Must have for CSMs

This book is a must have for any CSM or organization that wants to grow and succeed.

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  • Anonymous User
  • 04-03-22

Great for newcomers or Management

It is a great book with loads of good points. Value for those who are already CSMs is limited it is more suitable for Management or those who are about to setup CS OR CX.

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  • Florian Laplantif
  • 18-02-22

Narrator reads this wrong

The narrator constantly is reading B2C as "Business to company" when it should be "Business to consumer" and this is super distracting.

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  • KM
  • 04-11-21

Great data at the beginning.

The value of the data seems to decline as the book goes on, find it too repetitive by the end. At the same time some might find it a positive thing.

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  • Anonymous User
  • 26-08-21

A good book about Customer Success

It's a good book and must-read for Customer Success Managers and Customer Success Focus Companies, with clear explanations and examples. You will find good advice here and there. My only concern is for the Audible version because the narrator clearly uses the abbreviation kinda wrong. The book uses "B2C", but the narrator uses "Business To Company"; or "SaaS" to "Subscription as a Service". Whoever decided to translate these terms was clearly not in the know.

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  • Carrie Harris
  • 22-06-21

worst computer read experience ever

horrible experience listening to a robotic reading. it is unbelievable given the topic is around meeting customer outcomes...I would think that enjoying the listening experience would be at the top of basic outcomes.