This is one of the original and still one of the best reads on what customer success is all about, where it came from and why it’s so critical to businesses today – and written by 3 customer success greats, 2 of which I know very well and have had the privilege of meeting and sharing a beer or 2 with…

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

4 really amazing pearls of wisdom that resonated with me in the book:

👉🏼 1. Building Relationships.
– It’s not just about closing sales. Nurture relationships and trust will sprout, paving the way for customer loyalty.

👉🏼 2. Understanding Customer Journey.
– Know the journey your customers embark on with your product. This empathy drives the customization that ensures customer satisfaction.

👉🏼 3. Proactive Problem-Solving.
– Anticipate potential issues. Be proactive, not reactive. It’s about preventing fires, not just extinguishing them.

👉🏼4. Success is a Culture.
– Imbue every facet of your organization with customer success. It’s not just a department, it’s a culture.

This is a must read for any business leader working with customers in 2024.