Customer Success Playbook

Your Practical Guide to Winning Customer Loyalty in B2B SaaS

von Evgenia Mkrtychian

292 Seiten, Taschenbuch

Kurzbeschreibung des Verlags

Turn Customers Into Long-Term Revenue - A Practical Playbook for B2B SaaS Customer SuccessIf you lead, manage, or are building a Customer Success team, this book gives you the frameworks top SaaS companies use to reduce churn, grow net revenue retention, and turn customers into advocates - without guesswork.Drawing on 10+ years running global Customer Success organizations, Evgeniia Mkrtychian breaks down exactly how to build a CS function that drives measurable business outcomes, not just support tickets closed.You'll learn how to: - Build and structure a high-performing Customer Success team from scratch, including roles, hiring, and org design- Design onboarding that gets customers to value fast and sets the tone for the whole relationship- Track customer health scores and spot churn risk before it happens- Segment your customer base and tailor CS coverage to where it moves the needle- Handle product complaints and feature requests without damaging trust- Run quarterly business reviews (QBRs) that prove ROI and open the door to expansion revenue- Spot and execute upsell and cross-sell opportunities the right way- Turn CS into a company-wide growth engine, not a cost centerThe book is built around the Five Pillars of Customer Success: - A customer-centric culture that spans every department, not just CS- Onboarding that gets customers to their first win fast- Measurable success metrics your leadership team actually cares about- Proactive, not reactive, communication- A real feedback loop that turns customer insight into product and process improvementsThis book is for you if: - You're a Customer Success Manager or team lead who wants a repeatable playbook, not more theory- You're a SaaS founder or ops leader building a CS function for the first time- You're moving from Sales, Support, or Account Management into Customer Success and want to get it right- You're restructuring an existing CS org and need a framework to rally your team aroundWritten in a direct, conversational voice and grounded in real SaaS scenarios, Customer Success Playbook is built for CS managers, team leads, founders, and anyone responsible for customer retention and growth in a subscription business.If you're ready to stop reacting to churn and start engineering loyalty, this is your playbook. Scroll up and grab your copy of Customer Success Playbook to start building a Customer Success function your customers - and your revenue numbers - will thank you for.

• ISBN: 9798218409111
• Sprache: Englisch
• Erscheinungsdatum: 24.04.2024
• Größe: 229 x 152 mm
• Verlag: Amazon Digital Services LLC - Kdp