Customer Success: How Innovative Companies Are Reducing Churn And Growing Recurring Revenue

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. Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you are 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.