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Customer Success
- How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
- Narrated by: Tim Andres Pabon
- Length: 8 hrs and 25 mins
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Customer Success
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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
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What listeners say about Customer Success
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Heather
- 15-02-18
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
1 person found this helpful
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Overall3 out of 5 stars
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Performance2 out of 5 stars
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Story4 out of 5 stars
- Krish Pattni
- 29-03-21
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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Overall2 out of 5 stars
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Performance2 out of 5 stars
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Story2 out of 5 stars
- Camila Betterelli Giuliano
- 26-07-19
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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Overall5 out of 5 stars
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Performance2 out of 5 stars
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Story4 out of 5 stars
- 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.
8 people found this helpful
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Overall5 out of 5 stars
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Performance4 out of 5 stars
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Story5 out of 5 stars
- 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.
2 people found this helpful
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Overall4 out of 5 stars
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Performance1 out of 5 stars
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Story4 out of 5 stars
- 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.
1 person found this helpful
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Overall4 out of 5 stars
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Performance3 out of 5 stars
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Story4 out of 5 stars
- 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.
1 person found this helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- david kowalczyk
- 19-01-23
Great Overview
Even though the book is a couple of years old, it provides a great overview for Customer Success.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Harshal
- 14-06-22
Great book for SaaS businesses
Liked the concepts and laws of customer successes along with different touch models. Applicable in today's world and where the businesses are going.
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Overall4 out of 5 stars
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Performance4 out of 5 stars
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Story5 out of 5 stars
- Cameron Howard
- 27-05-22
Good Info, clueless reader
Great voice and Info but the reader/speaker doesn’t know the meaning behind several business terms and may confuse readers. Ex B2C is business to consumer NOT business to company as the speaker stated , and SAAS is not subscription as a service, it’s software as a service. This is a good read for those familiar with business terms already.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- 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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Overall4 out of 5 stars
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Performance5 out of 5 stars
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Story4 out of 5 stars
- 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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Overall4 out of 5 stars
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Performance1 out of 5 stars
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Story5 out of 5 stars
- 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.