What is included with this book?
Business-to-business customer expectations have changed. To survive—and thrive—in today’s economy, where customers are constantly reevaluating their purchases and looking at options never available before, you need to deliver business outcomes, not features and functionality.
Suddenly, your “sale” is no longer a one-time event: it’s a relationship that demands continuous care and nurturing. You need to constantly deliver, measure, and demonstrate the value you create for your customers.
Like it or not, it’s your job to make sure your customers succeed—and keep on succeeding—with what you’ve sold them. That job has a name: “Customer Success.”
Delivering customer success means radically changing the way you engage with customers—from sales, to marketing, to engineering and support. This book gives you a complete framework for doing just that. Step by step, you’ll learn how to make sure your customers are achieving business outcomes from your offerings…now, next year, and for years to come.
Embed customer success in your organizational DNA, in 3 steps:
Listen : Truly understand what it means for your customers to succeed with your offerings
Engage: Start a productive dialogue, collaborate to solve problems, and promote awareness of the value you create
Ensure: Innovate to deliver on your promises, prove it to the customer, and build retention
AMIR HARTMAN (Austin, TX Area), a leading authority on corporate and technology transformations, is an international bestselling author and advisor to leading global businesses. He is Founder and Managing Director of the Mainstay Company, which specializes in helping leading B2B companies engineer customer success. As a faculty member at Columbia’s Graduate School of Business, Berkeley’s Haas School of Business, and Harvard Business School Interactive, he has taught innovation and technology management to hundreds of senior business leaders. A frequent speaker at executive forums, his highly-influential books include Ruthless Execution: How Business Leaders Manage through Turbulent Times.
JEB DASTEEL (San Diego, CA Area), Senior Vice President and Chief Customer Officer at Oracle, is responsible for driving customer focus throughout all aspects of the Oracle business. He serves as a customer advocate and works with the Oracle organization to develop and deliver customer programs that increase retention, value delivered, satisfaction, and loyalty. He has been with Oracle for 16 years in multiple corporate and field-based roles. Previously, he worked as an IT strategy and business consultant at Gemini Consulting, helping Fortune® 500 organizations define and implement IT strategies that supported their business objectives.
1. Emerging Trends: The subscription economy
2. The Power Shift: Emerging Age of the Customer
3. Why Are Today’s Companies Broken?
4. Making the Case for Customer Success
5. Case Study: Oracle Corporation
6. Making Customer Success Part of Your DNA
7. Are You Listening?
8. Case Study
9. Customer Collaboration
10. Case Study
11. From Sales to Key Customer Advocate
12. Case Study
13. How Are We Doing?
14. Case Study