SaaS revenue pros will tell you that when it comes to revenue, the initial sale is only the beginning. Growth comes only by retaining and expanding current customers while simultaneously winning new business. Customer Success Managers (CMSs) therefore have become the primary protectors of revenue and need constant support and enablement just as they constantly support and enable their customers. Here’s our list of the 10 best reads for CSMs looking to level up their game and become the ultimate protectors or revenue and primary generators of growth.
The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch
If you’re just getting started in Customer Success, it’s tough to figure out what’s considered best practice. You can wade through millions of blogs and articles or get advice directly from someone with over 25 years of experience helping people in the software industry. In the Seven Pillars of Customer Success, McCulloch shares his perspective on how to succeed in Customer success and a framework he’s developed to build a strong Customer Success strategy in any organization.
Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman
The most critical time in the customer journey isn’t before they sign the deal, it’s the first 100 days after that. Customers who don’t feel supported during those first 100 days are more likely to churn. Never Lose a Customer Again identifies eight unique emotional needs customers have during the 100 days post purchase and how to meet those needs. Make every customer a lifelong fan of your product.
The Chief Customer Officer Playbook: 8 Strategies That Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas
If you dream of being a CCO one day, you must check out The Chief Customer Officer Playbook. Packed full of insights, including job scope and necessary skills, you’ll learn how to deliver repeatable results and gain advocates in your organization. This book is probably best for those who’ve been in the Customer Success game for a while or if you want the perspective of someone at the top.
The Customer Success Professional’s Handbook: How to Thrive in One of the World’s Fastest Growing Careers – While Driving Growth for Your Compan by Ashvin Vaidyanathan and Ruben Rabago
Customers must be at the center of your revenue strategies. As retention becomes more important, Customer Success Managers (CSM) are crucial to reducing churn and building strong relationships with customers. The Customer Success Professional’s Handbook lays out what every CSM needs to know to excel and real-world advice for new and experienced Customer Success reps.
Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions by Donna Weber
Onboarding will make or break your organization. It’s the most important step in the customer journey, but many companies neglect it. Setting up a successful customer onboarding plan makes customers more satisfied and prevents Customer Success from having to fight fires later on. Weber shares the Orchestrated Onboarding framework she developed and used to turn leading B2B company’s onboarding process into a competitive advantage.
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss
Struggling to create an effective customer success program? Chief Customer Officer 2.0 has the answers. Based on the five-competency model Bliss has used to coach C-Suite and Chief Customer Officers, this book provides the tools to quickly establish a plan with a united leadership team. Use this framework to build a solid customer-driven growth engine.
The Nuclear Effect: The 6 Pillars of Building a 7+ Figure Online Business by Scott Oldford
Set off a chain reaction that will lead to sustainable growth for your organization. The Nuclear Effect shows how little changes can greatly impact your business. Detailing the six pillars of sustainable growth, this book will help you create the momentum you need to become an unstoppable force.
The Customer Success Blueprint: A Proven Framework for Building Lasting Customer Relationships and Driving Sustainable Growth By Dr. Tashmi Rathee Amin
Learn all the ins and outs of Customer Success with The Customer Success Blueprint. A fully actionable guide, this book teaches you to create a customer-focused strategy that will lead to strong customer relationships and long-term growth. This book is great for experienced Customer Success professionals or those just getting started.
Control Your Customer: A Guidebook for Customer Success Managers by Damien Howley
No two customers are the same. They’re people who have complex needs. You can’t apply a one-size-fits-all approach and expect to win your customer’s loyalty. Control Your Customer outlines how CSMs can engage your customers with the right tools and tactics. Based on the lessons he used to train CSM, Howley teaches the foundation for creating an efficient Customer Success team.
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta
Businesses need to stop relying on sales and marketing to attract new customers and focus on retaining the customers they already have. Subscription-based models are becoming more prevalent for one reason, they work. Customer Success breaks down how to establish a solid customer success experience or revamp an outdated one. Take your company into the big leagues with reduced churn and recurring revenue.
