Competing for Customers: Why Delivering Business Outcomes is Critical in the Customer First Revolution - Hardcover

Jeb, Dasteel; Amir, Hartman

Hardcover

ISBN 10: 0134172205 ISBN 13: 9780134172200

Verlag: Financial Times Prentice Hall, 2016

Über diesen Titel

Reseña del editor

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

Contraportada

WHEN YOUR CUSTOMERS WIN, YOU WIN

• Drive revenue and profitability by refocusing everything you do on measurable customer outcomes
• Master a roadmap for planning and executing winning customer success strategies
• Learn from customer success innovators at Oracle, Cisco, GE, Rockwell, and Telogis

“Customer focus” and “customer advocacy” are no longer enough. Today, customers can walk away from your products and services at a moment’s notice. There’s only one way to make sure that doesn’t happen: focus relentlessly on helping your customers achieve measurable business outcomes.

 

Not just once. Not just before the sale. You need to drive customer outcomes constantly, throughout your entire relationship–and make sure your customers know it. This doesn’t just happen. It requires a comprehensive, tested blueprint that integrates everything you do. You’ll find that blueprint right here.

 

Using examples from great companies, the authors identify the unifying principles and tactics of customer success delivery. Next, they guide you through every step of planning and execution, supporting you with clear tools and templates based on actual practice.

 

You’ll learn how to embed a distinct focus on customer success in your corporate DNA, so your customers’ success really is yours, and vice versa. If you want to attract and keep profitable customers, this is how you do it.

Details zur Ausgabe

• Verlag: Financial Times Prentice Hall
• Erscheinungsdatum: 2016
• ISBN 10: 0134172205
• ISBN 13: 9780134172200
• Einband: Tapa dura
• Sprache: Englisch
• Anzahl der Seiten: 224