In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the very visible reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently drive […]
With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provides their customers. In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a […]
The Sales Acceleration Formula provides a scalable, predictable approach to growing revenue and building a winning sales team. Everyone wants to build the next $100 million business and author Mark Roberge has actually done it using a unique methodology that he shares with his readers. As an MIT alum with an engineering background, Roberge challenged […]
Coleman’s theory of building customer loyalty isn’t about focusing on marketing or closing the sale: It’s about the First 100 Days® after the sale and the interactions the customer experiences. That’s because, across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days because […]
This practical guide is a complete “handbook for CSMs”, written by a customer success expert who has coached and trained hundreds of customer success managers across the globe. The simple to follow, best practice framework aims at increasing productivity and quality of output for CSM’s, from relative newcomers to seasoned professionals. Rick Adams is full […]
Whether you are looking to start or grow a customer success team, this book serves as a fantastic guide. Customer success is no longer just for companies with large teams and resources. It’s a company mindset that can unlock the biggest opportunities in business. Customer success can help streamline experiences, grow product engagement and loyalty, […]
This book helps answer the age-old question: how well do you know your customers? Nicholas examines how the hyper-connected economy is radically changing consumer expectations and reveals what companies need to do to stay on top of it. You’ll learn how to discover what your customers love and what they hate, and find tons of […]
Guy Nirpaz is undoubtedly a pioneer in the customer success space. And if you’re looking for a good ‘customer success fundamentals’ book, this is a great go-to! The authors really get down to the nitty-gritty of customer success as a theory and offer pragmatic action items for implementing a customer success strategy. Guy loves people […]
The authors’ core message in Subscribed is pretty simple: Ready or not, excited or scared, adapting to the subscription economy is crucial if you don’t want to fall behind. This book takes a deep dive into how you can use subscriptions to build lucrative, ongoing one-on-one relationships with your customers. As CEO of the world’s […]
This book is great because, like The Challenger Sale, it forces us to confront what we think we know to be true. This time, in The Effortless Experience, Dixon and his co-authors take on customer loyalty and call into question the concept of “customer delight.” With years of data from CEB Global to back up […]
Jeanne Bliss is one of the dominating voices in the customer experience space, so when she talks (or writes), they listen. In Chief Experience Officer 2.0, the updated edition of Chief Customer Officer: Getting Past Lip Service to Passionate Action, Jeanne draws on her 20+ year career to lay the groundwork for customer experience transformation […]
Maintaining the trust and confidence of your customers is a critical piece of running a business today. Because we have digital tools that allow us to be much more connected to our customers than ever before, it’s important to understand how to manage customer relationships openly and honestly. This book details five steps to build […]
