Published by Pearson FT Press (January 29, 2016) © 2016

Jeb Dasteel | Amir Hartman | Craig LeGrande
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    ISBN-13: 9780134172941

    Competing for Customers: Why Delivering Business Outcomes is Critical in the Customer First Revolution ,1st edition

    Language: English

    Business-to-business customer expectations have changed. To survive—and thrive—in today’s economy, where customers are constantly reevaluating their purchases and looking at options never available before, you need to deliver business outcomes, not features and functionality.

     

    Suddenly, your “sale” is no longer a one-time event: it’s a relationship that demands continuous care and nurturing. You need to constantly deliver, measure, and demonstrate the value you create for your customers.

     

    Like it or not, it’s your job to make sure your customers succeed—and keep on succeeding—with what you’ve sold them. That job has a name: “Customer Success.”

     

    Delivering customer success means radically changing the way you engage with customers—from sales, to marketing, to engineering and support. This book gives you a complete framework for doing just that. Step by step, you’ll learn how to make sure your customers are achieving business outcomes from your offerings…now, next year, and for years to come.

     

    Embed customer success in your organizational DNA, in 3 steps:


    Listen: Truly understand what it means for your customers to succeed with your offerings
    Engage: Start a productive dialogue, collaborate to solve problems, and promote awareness of the value you create
    Ensure: Innovate to deliver on your promises, prove it to the customer, and build retention 

    Foreword     xiv
    Introduction     1
    Chapter 1: Two Meta Trends Shaping the Competition     9
    Chapter 2: Making the Case for Customer Success     25
    Chapter 3: Listen     43
    Chapter 4: Telogis Listens for Success     61
    Chapter 5: Engage     69
    Chapter 6: Cisco: Engaging Customers to Deliver Business Outcomes     93
    Chapter 7: Ensure     103
    Chapter 8: How GE Power Fuels Growth by Delivering Outcomes     119
    Chapter 9: How Rockwell Automation Measures Success     129
    Chapter 10: Creating a Blueprint for Customer Success     137
    Chapter 11: How Oracle Focuses on Customer Success     163
    Chapter 12: The Journey to Customer Success     183
    Index     203