Control Your Customer: A Guidebook for Customer Success Managers (English Edition) baixar epub
por Damien Howley
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Descrição do livro
This book is for CSMs (Customer Success Managers). Your customers are complex collections of people that have different needs, different objectives and different vocabularies. Understanding how to engage these complex organizations and having tools and tactics to do so, can help make you an exceptional CSM. This book was originally written as a collection of lessons that I’ve used to train CSMs over the last twelve years. I’ve spent thousands of hours teaching my teams some of these concepts and I’ve never had a reliable and consistent way to teach them at scale. This book is intended to lay a foundation and to provide a common vocabulary across your team so you can execute swiftly and in concert. There are all sorts of different tricks, concepts, lessons etc. Some of these may present in the moment and others are much more significant topics that warrant training, practice and repetition. Some, you may be very aware of already and others not so much.
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