Advertisement
| customer success manager case study: The Seven Pillars of Customer Success Wayne McCulloch, 2021-04-27 As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust? Wayne McCulloch has more than 25 years of experience in the software industry-years spent in training, adoption, and customer experience, the building blocks for customer success. Now he's sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you'll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective-this book provides both, and more. |
| customer success manager case study: Customer Success Nick Mehta, Dan Steinman, Lincoln Murphy, 2016-02-29 Your business success is now forever linked to the success of your customers Customer 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. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term. |
| customer success manager case study: Practical Customer Success Management Rick Adams, 2019-06-14 Practical Customer Success Management is a complete handbook for CSMs, written by a customer success expert who has coached and trained many hundreds of customer success managers across the globe. The book is aimed at increasing both productivity and consistency of quality of output for customer success managers of all levels, from relative newcomers through to seasoned professionals. The book is highly practical in nature and is packed full of good humored but very direct advice and assistance for dealing with exactly the types of real world situations CSMs face every day. Practical Customer Success Management provides a simple-to-follow, best practice framework that explains what the core customer success management steps are at each stage of the customer journey to business outcome success and in what circumstances to apply those steps. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed explanations and step-by-step guidance for successfully completing each activity or task. Included in this book is an entire suite of tools and templates that enable rapid completion of each task and ensure consistency of approach both across multiple customer engagements and by multiple CSMs within a team. Each tool’s use is clearly explained within the book, and CSMs are able to adapt and customize the tools to suit their own specific needs as they see fit. |
| customer success manager case study: Customer Success Management Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti, 2023-03-11 End of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries. This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business. |
| customer success manager case study: The Customer Success Professional's Handbook Ashvin Vaidyanathan, Ruben Rabago, 2020-01-15 The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career. |
| customer success manager case study: Practical Customer Success Management Rick Adams, 2019-06-14 This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often. Peter Armaly, Senior Director Customer Success, Oracle ...a comprehensive review of the Customer Success role and responsibilities... Anne Marie Ponder, Senior Manager, IT Infrastructure, Astellas Pharma US ...a must read playbook for all business leaders and customer success-focused professionals. Jason Noble, Global Customer Success and SaaS Leader I wish a book like this existed when I started in Customer Success! Cyn Taylor, Enterprise Customer Success Manager, LogicMonitor ...provides all the ingredients to create the right customer success strategy. Baptiste Debever, Head of Growth & Co Founder, Alkalab ...an invaluable resource for anyone with an interest in Customer Success. Adam Joseph, CEO, CSM insight A structured and logical approach that will help new and experienced CSMs to bridge the gap between Customer Success theory and practical application. James Scott, General Partner, Success Hacker Customer success management is the practice of helping customers to generate value from using our products and it is a relatively new and fast-growing profession with many new CSMs coming into it from other customer-facing professions. Due to the speed with which the profession is undergoing change as it matures and expands, both new and existing CSMs need to keep abreast of customer success best practice. However there are relatively few books that provide much in the way of practical guidance for customer success practitioners and even less options for resources such as tools, templates and checklists that enable a consistently high quality approach whilst increasing the CSM’s productivity. Practical Customer Success Management is a practical guide book and comprehensive training manual for CSMs that provides a simple to follow, best practice framework that lays out the core steps at every stage of the customer journey to business outcome success. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed guidance for successfully completing those activities. The book also includes a suite of tools and templates that enable rapid completion of tasks whilst ensuring consistency of approach both across multiple customer engagements and by multiple CSMs within a team. |
| customer success manager case study: Stories That Sell Casey Hibbard, 2008-04 The first book on capturing and using customer stories to grow your business or cause. Introduces a proven process for leveraging your current successes into new sales. Learn success-story marketing best practices from author Casey Hibbard, leading expert on creating and managing customer stories, with insight from organizations such as Sage Software, SAP, Toyota, Kronos, Amdocs, Make-A-Wish Foundation, and dozens of other businesses, independent consultants, and nonprofits--Page 4 of cover |
| customer success manager case study: Farm Don't Hunt Guy Nirpaz, Fernando Pizarro, 2016-02-21 Across entire verticals of the economy the new normal is the recurring revenue business. Charging customers on a monthly basis, firms with this model have to play by an entirely new set of rules, rules which generally favor the customer over the seller. But this new model also opens up fantastic opportunities to provide and extract more value from the relationship as well. To create that value business needs to move away from a hunting mindset to a farming mindset. That change is the new paradigm of Customer Success. Many business leaders have heard of Customer Success but few understand what it really means to run their business from the Customer Success standpoint. Even fewer have the experience to build the Customer Success function and optimize its performance. As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one of the earliest proponents of this business realignment. In |
| customer success manager case study: The Customer Success Economy Nick Mehta, Allison Pickens, 2020-05-19 If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of churning less Get that competitive advantage in the most relevant and important arena today—making and cultivating happy customers. |
| customer success manager case study: Building a Winning Sales Force Andris A. ZOLTNERS, Prabhakant SINHA, Sally E. LORIMER, 2009-02-11 Sales force effectiveness drives every company's success, but keeping a sales organization at the top of its game is a constant challenge. As experts in the field, Andy Zoltners and Prabha Sinha have helped sales leaders around the world perfect their sales strategy, operations, and execution. Combining strategic insight with pragmatic advice, Building a Winning Sales Force provides current and aspiring sales leaders with innovative yet practical solutions to many of the most common issues faced by today’s sales organizations. The book shows readers how to: assess how good their sales force really is • identify sales force improvement opportunities • implement tools and processes that have immediate impact on sales effectiveness • attract and retain the best salespeople • design incentive compensation plans • set goals • manage sales performance • motivate the sales force With practical advice and case studies of companies that have conquered even the most challenging obstacles, Building a Winning Sales Force will enable every company to drive sales and stay competitive. |
| customer success manager case study: Why Startups Fail Tom Eisenmann, 2021-03-30 If you want your startup to succeed, you need to understand why startups fail. “Whether you’re a first-time founder or looking to bring innovation into a corporate environment, Why Startups Fail is essential reading.”—Eric Ries, founder and CEO, LTSE, and New York Times bestselling author of The Lean Startup and The Startup Way Why do startups fail? That question caught Harvard Business School professor Tom Eisenmann by surprise when he realized he couldn’t answer it. So he launched a multiyear research project to find out. In Why Startups Fail, Eisenmann reveals his findings: six distinct patterns that account for the vast majority of startup failures. • Bad Bedfellows. Startup success is thought to rest largely on the founder’s talents and instincts. But the wrong team, investors, or partners can sink a venture just as quickly. • False Starts. In following the oft-cited advice to “fail fast” and to “launch before you’re ready,” founders risk wasting time and capital on the wrong solutions. • False Promises. Success with early adopters can be misleading and give founders unwarranted confidence to expand. • Speed Traps. Despite the pressure to “get big fast,” hypergrowth can spell disaster for even the most promising ventures. • Help Wanted. Rapidly scaling startups need lots of capital and talent, but they can make mistakes that leave them suddenly in short supply of both. • Cascading Miracles. Silicon Valley exhorts entrepreneurs to dream big. But the bigger the vision, the more things that can go wrong. Drawing on fascinating stories of ventures that failed to fulfill their early promise—from a home-furnishings retailer to a concierge dog-walking service, from a dating app to the inventor of a sophisticated social robot, from a fashion brand to a startup deploying a vast network of charging stations for electric vehicles—Eisenmann offers frameworks for detecting when a venture is vulnerable to these patterns, along with a wealth of strategies and tactics for avoiding them. A must-read for founders at any stage of their entrepreneurial journey, Why Startups Fail is not merely a guide to preventing failure but also a roadmap charting the path to startup success. |
| customer success manager case study: From Impossible to Inevitable Aaron Ross, Jason Lemkin, 2019-06-05 Break your revenue records with Silicon Valley’s “growth bible” “This book makes very clear how to get to hyper-growth and the work needed to actually get there” Why are you struggling to grow your business when everyone else seems to be crushing their goals? If you needed to triple revenue within the next three years, would you know exactly how to do it? Doubling the size of your business, tripling it, even growing ten times larger isn't about magic. It's not about privileges, luck, or working harder. There's a template that the world's fastest growing companies follow to achieve and sustain much, much faster growth. From Impossible to Inevitable details the hypergrowth playbook of companies like Hubspot, Salesforce.com (the fastest growing multibillion dollar software company), and EchoSign—aka Adobe Document Services (which catapulted from $0 to $144 million in seven years). Whether you have a $1 billion or a $100,000 business, you can use the same insights as these notable companies to learn what it really takes to break your own revenue records. Pinpoint why you aren’t growing faster Understand what it takes to get to hypergrowth Nail a niche (the #1 missing growth ingredient) What every revenue leader needs to know about building a scalable sales team There’s no time like the present to surpass plateaus and get off of the up-and-down revenue rollercoaster. Find out how now! |
| customer success manager case study: Team Topologies Matthew Skelton, Manuel Pais, 2019-09-17 Effective software teams are essential for any organization to deliver value continuously and sustainably. But how do you build the best team organization for your specific goals, culture, and needs? Team Topologies is a practical, step-by-step, adaptive model for organizational design and team interaction based on four fundamental team types and three team interaction patterns. It is a model that treats teams as the fundamental means of delivery, where team structures and communication pathways are able to evolve with technological and organizational maturity. In Team Topologies, IT consultants Matthew Skelton and Manuel Pais share secrets of successful team patterns and interactions to help readers choose and evolve the right team patterns for their organization, making sure to keep the software healthy and optimize value streams. Team Topologies is a major step forward in organizational design for software, presenting a well-defined way for teams to interact and interrelate that helps make the resulting software architecture clearer and more sustainable, turning inter-team problems into valuable signals for the self-steering organization. |
| customer success manager case study: The Success Case Method Robert O. Brinkerhoff, 2010-06-21 Each year, organizations spend millions of dollars trying out new innovations and improvements-and millions will be wasted if they can't quickly find out what's working and what is not. The Success Case Method offers a breakthrough evaluation technique that is easier, faster, and cheaper than competing approaches, and produces compelling evidence decision-makers can actually use. Because it seeks out the best stories of how real individuals have actually used innovations, The Success Case Method can ferret out success no matter how small or infrequent. It can salvage the few ''gems'' of success from a larger initiative that is not doing well or find out how to make a partially successful effort even more successful. The practical methods and tools in this book can help those who initiate and foster change, including leaders, executives, managers, consultants, training directors, and anyone else who is trying to make things work better in organizations get the greatest returns for their investments. |
| customer success manager case study: The Power of Sales Analytics Andris A. Zoltners, Prabhakant Sinha, Sally E. Lorimer, 2015-03 Written by over 20 thought leaders from ZS Associates, Inc., The Power of Sales Analytics shares strategic insights, pragmatic advice, and illustrative case studies and approaches for using analytics to support sales force decisions and drive results. The authors describe how leading companies have successfully used analytics to improve key sales force effectiveness drivers such as customer targeting, sales process design, sales force size and structure, territory design, talent management, incentive compensation, goal setting, and performance management. The book also has a blueprint for implementing critical analytic capabilities cost-effectively by assembling the right combination of internal and external resources. The Power of Sales Analytics is edited by the founders of ZS Associates, Andris A. Zoltners and Prabhakant Sinha, who have personally consulted with more than 200 companies in over 20 countries, and business writer Sally E. Lorimer. As experts in the field of sales analytics, the editors have helped the sales leaders of Fortune 500 companies, as well as smaller entrepreneurial businesses, tap into the power of analytics to enable smarter sales strategies, support more efficient operations, facilitate more effective execution, and ultimately drive results. They are also coauthors of numerous academic articles and books on sales force management, including Building a Winning Sales Force, Accelerating Sales Force Performance, Sales Force Design for Strategic Advantage, The Complete Guide to Sales Force Incentive Compensation, and Building a Winning Sales Management Team. In addition to cofounding ZS Associates, Zoltners is a professor emeritus of marketing at Northwestern University s Kellogg School of Management, and Sinha is a former Kellogg faculty member. Both continue to teach sales executives Zoltners at Kellogg and Sinha at the Indian School of Business and the Gordon Institute of Business Science in South Africa. ZS Associates is a global leader in sales and marketing consulting, outsourcing, technology, and software. For more than 30 years, ZS has helped companies across a range of industries deliver greater impact through their sales and marketing investments and operations. |
| customer success manager case study: Running Virtual Meetings (HBR 20-Minute Manager Series) Harvard Business Review, 2016-07-12 From crackly conference lines to pixelated video, virtual meetings can be problematic. But you can host a productive conversation in which everyone participates. Running Virtual Meetings takes you through the basics of: Selecting the right virtual venue Giving participants the information and support they need to connect and contribute Establishing and enforcing a common meeting etiquette Following up from afar Don't have much time? Get up to speed fast on the most essential business skills with HBR's 20-Minute Manager series. Whether you need a crash course or a brief refresher, each book in the series is a concise, practical primer that will help you brush up on a key management topic. Advice you can quickly read and apply, for ambitious professionals and aspiring executives--from the most trusted source in business. Also available as an ebook. |
| customer success manager case study: Project Management Harold Kerzner, 2013-01-22 A new edition of the most popular book of project management case studies, expanded to include more than 100 cases plus a super case on the Iridium Project Case studies are an important part of project management education and training. This Fourth Edition of Harold Kerzner's Project Management Case Studies features a number of new cases covering value measurement in project management. Also included is the well-received super case, which covers all aspects of project management and may be used as a capstone for a course. This new edition: Contains 100-plus case studies drawn from real companies to illustrate both successful and poor implementation of project management Represents a wide range of industries, including medical and pharmaceutical, aerospace, manufacturing, automotive, finance and banking, and telecommunications Covers cutting-edge areas of construction and international project management plus a super case on the Iridium Project, covering all aspects of project management Follows and supports preparation for the Project Management Professional (PMP®) Certification Exam Project Management Case Studies, Fourth Edition is a valuable resource for students, as well as practicing engineers and managers, and can be used on its own or with the new Eleventh Edition of Harold Kerzner's landmark reference, Project Management: A Systems Approach to Planning, Scheduling, and Controlling. (PMP and Project Management Professional are registered marks of the Project Management Institute, Inc.) |
| customer success manager case study: Decoding Success: Indian Business Management Case Studies Dr Girish Kelkar, Dr Abhay Kulkarni, , Dr Shailesh Kasande, Dr Sudhir Hasamnis, Dr Manisha Kulkarni, Dr Jayasri Murali, 2024-03-22 Embark on a captivating journey into Indian business management with 'Decoding Success: Indian Business Management Case Studies' by Dr. Girish Kelkar. This distinguished scholar presents 30 enlightening case studies, delving into the dynamic world of business in India. Enhanced by IICMR College faculty, this compilation goes beyond mere studies, offering a profound exploration of decision-making complexities in the Indian business environment. Rooted in real-world scenarios, each case study bridges theory and application, providing strategic perspectives crucial for understanding Indian business nuances. Whether you're a student or a seasoned professional, this book is an invaluable resource for gaining practical wisdom applicable to today's dynamic business landscape. |
| customer success manager case study: Managing Projects (HBR 20-Minute Manager Series) Harvard Business Review, 2014-02-18 Master the basics of project management. You've been asked to manage a key project—or perhaps you've volunteered for an assignment that could advance your career. So how do you make sure the project succeeds? Managing Projects walks you quickly through the basics, including: Drawing up a realistic schedule and project plan Monitoring key tasks and benchmarks Communicating with stakeholders Bringing the project to a close Don't have much time? Get up to speed fast on the most essential business skills with HBR's 20-Minute Manager series. Whether you need a crash course or a brief refresher, each book in the series is a concise, practical primer that will help you brush up on a key management topic. Advice you can quickly read and apply, for ambitious professionals and aspiring executives—from the most trusted source in business. |
| customer success manager case study: Case Interview Secrets Victor Cheng, 2012 Cheng, a former McKinsey management consultant, reveals his proven, insider'smethod for acing the case interview. |
| customer success manager case study: The Customer Success Professional's Handbook Ashvin Vaidyanathan, Ruben Rabago, 2020-01-14 The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career. |
| customer success manager case study: Ask a Manager Alison Green, 2018-05-01 From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together |
| customer success manager case study: Clinical Case Studies for the Family Nurse Practitioner Leslie Neal-Boylan, 2011-11-28 Clinical Case Studies for the Family Nurse Practitioner is a key resource for advanced practice nurses and graduate students seeking to test their skills in assessing, diagnosing, and managing cases in family and primary care. Composed of more than 70 cases ranging from common to unique, the book compiles years of experience from experts in the field. It is organized chronologically, presenting cases from neonatal to geriatric care in a standard approach built on the SOAP format. This includes differential diagnosis and a series of critical thinking questions ideal for self-assessment or classroom use. |
| customer success manager case study: ADKAR Jeff Hiatt, 2006 In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change. |
| customer success manager case study: Escaping the Build Trap Melissa Perri, 2018-11-01 To stay competitive in today’s market, organizations need to adopt a culture of customer-centric practices that focus on outcomes rather than outputs. Companies that live and die by outputs often fall into the build trap, cranking out features to meet their schedule rather than the customer’s needs. In this book, Melissa Perri explains how laying the foundation for great product management can help companies solve real customer problems while achieving business goals. By understanding how to communicate and collaborate within a company structure, you can create a product culture that benefits both the business and the customer. You’ll learn product management principles that can be applied to any organization, big or small. In five parts, this book explores: Why organizations ship features rather than cultivate the value those features represent How to set up a product organization that scales How product strategy connects a company’s vision and economic outcomes back to the product activities How to identify and pursue the right opportunities for producing value through an iterative product framework How to build a culture focused on successful outcomes over outputs |
| customer success manager case study: The Million-Dollar, One-Person Business, Revised Elaine Pofeldt, 2018-01-02 The self-employment revolution is here. Learn the latest pioneering tactics from real people who are bringing in $1 million a year on their own terms. Join the record number of people who have ended their dependence on traditional employment and embraced entrepreneurship as the ultimate way to control their futures. Determine when, where, and how much you work, and by what values. With up-to-date advice and more real-life success stories, this revised edition of The Million-Dollar, One-Person Business shows the latest strategies you can apply from everyday people who--on their own--are bringing in $1 million a year to live exactly how they want. |
| customer success manager case study: Case Studies in Management and Business (Volume 5) (UUM Press) Nora Azureen Abdul Rahman, 2020-01-01 Institute for Management and Business Research (IMBRe) Universiti Utara Malaysia is pleased to present this book, which contains a compilation of management and business case studies. The cases in the book are meant for teaching and learning and could be used at both undergraduate and postgraduate levels. Specifically, the first case about Damai Industries Sdn Bhd requires students to apply their knowledge of how to manage a business with respect to corporate governance, marketing, financial management and strategic management in order to sustain the business in the long run. The second case study, which is about the credit challenge faced by Mesra Motel, requires students to apply their knowledge of banking and financial management to come up with capital-raising strategies to ensure that the hotel project runs smoothly. The third case about Credit Card Usage, requires students to apply their knowledge of personal finance, credit management and bank management to reduce financial problems due to mismanagement of credit cards. The fourth case about Classy Tech Machinery Sdn Bhd requires students to apply their knowledge of insurance concepts and principles, such as insurance contracts and claims, in making decisions on the liabilities of the company. The fifth case about 5Ds Enterprise requires students to apply their knowledge of human resource management with regards to recruitment, development and management to come up with strategies to retain the company’s workforce. The sixth and last case is about Persuasive Communication. It requires students to apply their knowledge of how to communicate effectively to ensure that ideas, information, knowledge and values reached the target audience. |
| customer success manager case study: A Risk-Benefit Perspective on Early Customer Integration Christoph Kausch, 2007-08-20 Customer integration in the early innovation phase, considered the method of choice in theory and practice, has shown unexpected side effects that may even outweigh its recognized advantages. As a result, management needs to be able to assess in advance whether the involvement of customers will add overall value to an innovation project. This book develops a mathematical formula to support this decision. |
| customer success manager case study: Case Studies in Strategic Management: A Practical Approach Sanjay Mohapatra, 2011 |
| customer success manager case study: Project Management Harold Kerzner, 2009-04-03 The landmark project management reference, now in a new edition Now in a Tenth Edition, this industry-leading project management bible aligns its streamlined approach to the latest release of the Project Management Institute's Project Management Body of Knowledge (PMI®'s PMBOK® Guide), the new mandatory source of training for the Project Management Professional (PMP®) Certificat-ion Exam. This outstanding edition gives students and professionals a profound understanding of project management with insights from one of the best-known and respected authorities on the subject. From the intricate framework of organizational behavior and structure that can determine project success to the planning, scheduling, and controlling processes vital to effective project management, the new edition thoroughly covers every key component of the subject. This Tenth Edition features: New sections on scope changes, exiting a project, collective belief, and managing virtual teams More than twenty-five case studies, including a new case on the Iridium Project covering all aspects of project management 400 discussion questions More than 125 multiple-choice questions (PMI, PMBOK, PMP, and Project Management Professional are registered marks of the Project Management Institute, Inc.) |
| customer success manager case study: From Impossible to Inevitable Aaron Ross, Jason Lemkin, 2019-05-15 Break your revenue records with Silicon Valley’s “growth bible” “This book makes very clear how to get to hyper-growth and the work needed to actually get there” Why are you struggling to grow your business when everyone else seems to be crushing their goals? If you needed to triple revenue within the next three years, would you know exactly how to do it? Doubling the size of your business, tripling it, even growing ten times larger isn't about magic. It's not about privileges, luck, or working harder. There's a template that the world's fastest growing companies follow to achieve and sustain much, much faster growth. From Impossible to Inevitable details the hypergrowth playbook of companies like Hubspot, Salesforce.com (the fastest growing multibillion dollar software company), and EchoSign—aka Adobe Document Services (which catapulted from $0 to $144 million in seven years). Whether you have a $1 billion or a $100,000 business, you can use the same insights as these notable companies to learn what it really takes to break your own revenue records. Pinpoint why you aren’t growing faster Understand what it takes to get to hypergrowth Nail a niche (the #1 missing growth ingredient) What every revenue leader needs to know about building a scalable sales team There’s no time like the present to surpass plateaus and get off of the up-and-down revenue rollercoaster. Find out how now! |
| customer success manager case study: Succeeding in the Project Management Jungle Doug Russell, 2011-03-08 Despite the investment of time and money, companies are struggling to ensure their projects succeed. In his innovative book, author Doug Russell shows readers how the people-centric TACTILE Management TM system maximizes an organization’s current processes by cutting through the technical weeds to emphasize individual skills and the value of collaboration. Using the seven characteristics of high-performance project teams--transparency, accountability, communication, trust, integrity, leadership, and execution--Succeeding in the Project Management Jungle teaches readers how to: take project teams out of their functional silos and transform them into a powerful, integrated force; balance the expectations of customers, management, and project teams with the technical requirements of cost, schedule, and performance; avoid or minimize possible pitfalls; and much more. With countless man-hours clocked and billions of dollars spent every year on project tools, companies can’t afford the astonishingly slow success rate of most businesses’ endeavors. This phase-by-phase project guide shows readers how to apply invaluable people soft skills in real-life situations to ensure every phase of the project cycle is a success. |
| customer success manager case study: Planning Research in Hospitality and Tourism Levent Altinay, Alexandros Paraskevas, 2015-10-23 Planning Research in Hospitality and Tourism provides an accessible, concise and practical guide to planning, conducting and analysing research in tourism and hospitality. The authors skilfully introduce the basic principles and techniques of research in the international hospitality and tourism sectors, and provide detailed guidance on both quantitative and qualitative methods of research. It includes a variety of features throughout to aid students’ understanding and offers practical tips to help students overcome any potential research issues. Building on the success of the first edition, the volume has been fully revised and updated, and contains new chapters on mixed methods and how to make best use of recent technology in research practices. The second edition also benefits from: • increased coverage of research design strategies including sampling, ethnography and experimental design • inclusion of computer-mediated data collection techniques, such as online interviews, online focus groups and online observation (netnographic research) • new and updated international case studies and extracts, with a more even spread of tourism and hospitality examples of research • online student and lecturer resources, including PowerPoint slides and a test bank of multiple choice and true/false questions for each chapter. Written by three leading scholars with experience of both the industry and university courses globally, this insightful text is an essential resource for all tourism and hospitality research students and early career research professionals around the world. |
| customer success manager case study: Emerging Trends and Applications in Information Communication Technologies Bhawani Shankar Chowdhry, Faisal Karim Shaikh, Dil Muhammad Akbar Hussain, Muhammad Aslam Uqaili, 2012-04-15 This book constitutes the refereed proceedings of the Second International Multi-topic Conference, IMTIC 2012, held in Jamshoro, Pakistan, in March 2012. The 51 revised full papers presented were carefully reviewed and selected from 205 submissions. The papers address topics from information communication technologies. |
| customer success manager case study: Asymptotic and Computational Methods in Spatial Statistics Juan Du, 2009 |
| customer success manager case study: Project Management Toolkit: The Basics for Project Success Trish Melton, 2011-04-08 This book provides you with the tools required to approach and manage projects. These effective skills will impact positively on the success of both the projects you are involved with and of your organization. Project Management Toolkit introduces the whole project life-cycle. It is the first of four project management titles that separately build skills in critical PM areas and together provide a powerful project management resource. - Focused on the needs of engineering and other technical project managers, this book recognises that most non-routine work completed by an organization is a project - A practical, hands-on guide to aid those tasked with real industry projects – not a lengthy theoretical textbook, it gets to the point and delivers REAL benefits - The book is suitable for both career project managers and those involved with projects intermittently |
| customer success manager case study: 16th European Conference on Innovation and Entrepreneurship Vol 2 Dr. Florinda Matos, Prof Maria de Fátima Ferreiro, Prof Álvaro Rosa, Prof Isabel Salavisa, 2021-09-16 |
| customer success manager case study: The Interim Manager's Guide to Success Andrew Gordon, 2017-11-06 Have you ever considered becoming a freelance interim ? Or have you already taken that first step ? You need to read this book... The Interim Manager's Guide to Success is exactly what it says in its title. Its author, Andrew Gordon, has enjoyed a highly successful 14-year career as an interim, and his book contains the lessons he learned the hard way. By reading this book you get to learn them the easy way. How to win new contracts, how to calculate and maximise your fee rate, and how to manage the client / interim relationship to your advantage. Mr Gordon takes the reader step by step through a typical interim engagement and explains the crucial do's and don'ts, in plain and unpatronising English. Interim management can be a great career choice that can change your life. By reading this book you will undoubtedly increase your chances of success. |
| customer success manager case study: Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business Management Association, Information Resources, 2021-04-16 In the next few years, it is expected that most businesses will have transitioned to the use of electronic commerce technologies, namely e-commerce. This acceleration in the acceptance of e-commerce not only changes the face of business and retail, but also has introduced new, adaptive business models. The experience of consumers in online shopping and the popularity of the digital marketplace have changed the way businesses must meet the needs of consumers. To stay relevant, businesses must develop new techniques and strategies to remain competitive in a changing commercial atmosphere. The way in which e-commerce is being implemented, the business models that have been developed, and the applications including the benefits and challenges to e-commerce must be discussed to understand modern business. The Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business discusses the best practices, latest strategies, and newest methods for implementing and using e-commerce in modern businesses. This includes not only a view of how business models have changed and what business models have emerged, but also provides a focus on how consumers have changed in terms of their needs, their online behavior, and their use of e-commerce services. Topics including e-business, e-services, mobile commerce, usability models, website development, brand management and marketing, and online shopping will be explored in detail. This book is ideally intended for business managers, e-commerce managers, marketers, advertisers, brand managers, executives, IT consultants, practitioners, researchers, academicians, and students interested in how e-commerce is impacting modern business models. |
| customer success manager case study: Revenue Management and Pricing Ian Yeoman, Una McMahon-Beattie, 2004 Revenue management is the process of allocating the right inventory to the right kind of customer at the right price to maximise revenue. It applies particularly to the service sector. Covering numerous industries, these case studies demonstrate a variety of scenarios, problems and solutions. |
Customer Success Case Study: A Survey of 5 Companies
Over the course of six weeks in 2015, I interviewed five Customer Success leaders and surveyed the details of their organizations. The primary goal of this case study is to provide behind-the …
The State of SaaS Customer Success Stories in 2023 - Case …
Oct 5, 2022 · That’s why we decided to study the customer success pages of the 50 biggest SaaS companies—such as Adobe, Salesforce, Zoom, and HubSpot—to see what they’re doing with …
2019 enterprise customer success study and outlook
Increasingly, technology enterprises are setting up and scaling Customer Success (CS) functions to proactively manage customer relationships and customer value. Our new enterprise-scale …
An Overview of the Customer Success Manager’s Role
An Overview of the Customer Success Manager’s Role 1.1 What Is Meant by “Customer Success”? 1.1.1 Defining Customer Success Before we discuss the details of customer …
Six Keys to Customer Success - Boston Consulting Group
subscribed. The primary goal of a customer success manager (CSM) is not to increase customer renewals or to expand business with existing customers, but to ensure that the customer …
Key Success Stories - Salesforce
Case Study •A technology deficit that would not allow them to quickly evolve their program and outpace competitors and need to replace multiple platforms at once to modernize their …
Achieving excellence in customer satisfaction - The Myers …
MARRIOTT INTERNATIONAL CASE STUDY | PAGE 3 Results-Communication more effective between managers and staff-Teamwork more effective -Marriott hotel chains consistently …
UBS, delivering superb customer and employee experiences …
“Adobe Experience Manager contributes to productivity because the right information is presented immediately based on each requester’s location and interests.” Gaining a complete customer …
CASE STUDY Powering Up North American Market Access: …
the customer to make the proper adjustments and meet the test method. This was really a success case study in collaboration between the customer and UL Solutions.” This was truly …
PUBLICIS SAPIENT CASE STUDY A Shared Vision for Long …
assignment of a Publicis Sapient global program manager for the project — someone who would align all the touch points across PetSmart and resolve potential issues before they became a …
Momentum Training Solutions Customer Service Case Study
This case study will showcase how a ‘Customer Service’ intervention that MMM Training Solutions ran for the ‘Global Shared Service Centre’ of a Fortune 500 organization resulted in an …
Customer retention: Recipe for success in SaaS industries
Purpose: The purpose of this study is to examine how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further …
Power Partners innovating for Best-in-Class Customer …
deliver best-in-class customer experience. Simon Kruger, the Contact Center Practice Manager at WWT, has noted the Webex & WWT partnership is a significant benefit to CX leaders. The …
Customer Relationship Management | CRM Solutions …
Creating a unique document identifier in solution manager. This single document is updated for all the core processes, reducing synchronizing challenges. Infosys’ saP upgrade services teams …
Juniper Customer Success Stories - na.ingrammicro.com
Browse this book to read how our global customers demand—and deliver—more from their networks. Gain inspiration from the innovative ways these organizations transform how people …
Customer experience: the next battleground for success - KPMG
Developed by KPMG Nunwood of the UK following research involving more than one million customers across three continents, the system spotlights six key principles as the building …
Cisco Customer Success Manager Foundation (DTCSMF)
The Cisco Customer Success Manager Foundation (DTCSMF) v2.0 course introduces you to the Customer Success Manager Specialist (CuSM) role and covers the basics you need to …
A Customer Relationship Management Case Study: Critical …
Using a case study in CRM adoption and implementation, this paper discusses research undertaken to determine the nature of CSFs and highlights the issues, and problems in CSFs …
An Industry/Academic Perspective on Customer Success …
We then describe the customer success manager (CSM) role, followed by an agenda for future research that provides an initial starting point for investigation by service scholars. Finally, we …
Customer Success Case Study: A Survey of 5 Companies
Over the course of six weeks in 2015, I interviewed five Customer Success leaders and surveyed the details of their organizations. The primary goal of this case study is to provide behind-the …
The State of SaaS Customer Success Stories in 2023 - Case …
Oct 5, 2022 · That’s why we decided to study the customer success pages of the 50 biggest SaaS companies—such as Adobe, Salesforce, Zoom, and HubSpot—to see what they’re doing with …
BUILDING YOUR CUSTOMER SUCCESS STRATEGY
framework and methodology for developing your own customer success strategy. By sharing our own knowledge as well as insights from the industry thought leaders who are passionately …
2019 enterprise customer success study and outlook
Increasingly, technology enterprises are setting up and scaling Customer Success (CS) functions to proactively manage customer relationships and customer value. Our new enterprise-scale …
An Overview of the Customer Success Manager’s Role
An Overview of the Customer Success Manager’s Role 1.1 What Is Meant by “Customer Success”? 1.1.1 Defining Customer Success Before we discuss the details of customer …
Six Keys to Customer Success - Boston Consulting Group
subscribed. The primary goal of a customer success manager (CSM) is not to increase customer renewals or to expand business with existing customers, but to ensure that the customer …
Key Success Stories - Salesforce
Case Study •A technology deficit that would not allow them to quickly evolve their program and outpace competitors and need to replace multiple platforms at once to modernize their …
Achieving excellence in customer satisfaction - The Myers …
MARRIOTT INTERNATIONAL CASE STUDY | PAGE 3 Results-Communication more effective between managers and staff-Teamwork more effective -Marriott hotel chains consistently …
UBS, delivering superb customer and employee experiences …
“Adobe Experience Manager contributes to productivity because the right information is presented immediately based on each requester’s location and interests.” Gaining a complete customer …
CASE STUDY Powering Up North American Market Access: …
the customer to make the proper adjustments and meet the test method. This was really a success case study in collaboration between the customer and UL Solutions.” This was truly …
PUBLICIS SAPIENT CASE STUDY A Shared Vision for Long …
assignment of a Publicis Sapient global program manager for the project — someone who would align all the touch points across PetSmart and resolve potential issues before they became a …
Momentum Training Solutions Customer Service Case Study
This case study will showcase how a ‘Customer Service’ intervention that MMM Training Solutions ran for the ‘Global Shared Service Centre’ of a Fortune 500 organization resulted in an …
Customer retention: Recipe for success in SaaS industries
Purpose: The purpose of this study is to examine how changes to the business model of a leading SaaS solution provider by way of altering customer experiences could prevent further …
Power Partners innovating for Best-in-Class Customer …
deliver best-in-class customer experience. Simon Kruger, the Contact Center Practice Manager at WWT, has noted the Webex & WWT partnership is a significant benefit to CX leaders. The …
Customer Relationship Management | CRM Solutions …
Creating a unique document identifier in solution manager. This single document is updated for all the core processes, reducing synchronizing challenges. Infosys’ saP upgrade services teams …
Juniper Customer Success Stories - na.ingrammicro.com
Browse this book to read how our global customers demand—and deliver—more from their networks. Gain inspiration from the innovative ways these organizations transform how people …
Customer experience: the next battleground for success
Developed by KPMG Nunwood of the UK following research involving more than one million customers across three continents, the system spotlights six key principles as the building …
Cisco Customer Success Manager Foundation (DTCSMF)
The Cisco Customer Success Manager Foundation (DTCSMF) v2.0 course introduces you to the Customer Success Manager Specialist (CuSM) role and covers the basics you need to …
A Customer Relationship Management Case Study: Critical …
Using a case study in CRM adoption and implementation, this paper discusses research undertaken to determine the nature of CSFs and highlights the issues, and problems in CSFs …
An Industry/Academic Perspective on Customer Success …
We then describe the customer success manager (CSM) role, followed by an agenda for future research that provides an initial starting point for investigation by service scholars. Finally, we …
