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Start giftingCustomer Success
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Learn moreCustomer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month, or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.
Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell, and advocacy. The customer success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, customer success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company.
Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Nick Mehta is CEO of Gainsight, a leading customer success company, and the bestselling coauthor of Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.
Lincoln Murphy is founder of Sixteen Ventures, a consultancy helping companies accelerate growth through Customer Success. He's a prolific writer and international speaker on Growth and Customer Success.
Dan Steinman is the chief customer officer for Gainsight. He is the author of dozens of relevant blogs, contributed articles, and Customer Success University created by Gainsight and a recognized thought leader in the Customer Success world.