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

Part I Customer Success - The History, Organization, and ImperativeChapter 1: The Recurring Revenue Tsunami: Why Customer Success is Suddenly CrucialChapter 2: The Customer Success Strategy: The New Organization vs. The Traditional Business ModelChapter 3: Customer Success for Traditional Non-Recurring Revenue BusinessesPart II The Ten Laws of Customer SuccessChapter Four: The Practice of Customer SuccessChapter 5: Law #1 - Sell to the Right CustomerChapter 6: Law #2 - The Natural Tendency for Customers and Vendors is to Drift ApartChapter 7: Law #3 - Customers Expect You To Make Them Wildly SuccessfulChapter 8: Law #4 - Relentlessly Monitor and Manage Customer HealthChapter 9: Law #5 - You Can No Longer Build Loyalty Through Personal RelationshipsChapter 10: Law #6 - Product Is Your Only Scalable DifferentiatorChapter 11: Law #7 - Obsessively Improve Time-to-ValueChapter 12: Law #8 - Deeply Understand Your Customer MetricsChapter 13: Law #9 - Drive Customer Success through Hard MetricsChapter 14: Law #10 - It's a Top-Down Companywide CommitmentPart Three CCO, Technology, and FutureChapter 15: The Rise of the Chief Customer OfficerChapter 16: Customer Success TechnologyChapter 17: Where Do We Go From Here?