The art of developing products and services around the requirements and desired outcomes of customers is known as customer success. This methodology is explained in detail in customer success literature. Onboarding, connection building, and proactive issue resolution are all covered in these works. These publications are designed to assist company representatives and developers in better understanding customers and creating extraordinary customer experiences.
Fortunately, there are numerous excellent tools accessible to assist you in improving your skills. We’ll look at 10 of the top customer success books in this post to help you prepare for the new year in 2022 and beyond.
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Top 10 Books for Customer Success to Read in 2022
1. Farm Don’t Hunt: The Definitive Guide to Customer Success by Guy Nirpaz and Fernando Pizarro
The fundamental metaphor in Farm Don’t Hunt is cultivating vs. chasing clients. Instead than continually capturing new consumers, customer success strategists should nurture and expand a clientele base, according to the book. The authors demonstrate how customer success may be a win-win situation for both parties, as well as how to prevent client churn and get the most out of long-term partnerships. Farm Don’t Hunt is a simple introduction to the world of customer success in easy-to-understand and visualize language, with real examples.
2. The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch
The Seven Pillars of Customer Success, written by Wayne McCulloch (a Top 100 Customer Success Strategist with over 25 years of experience), presents readers with a precise framework for achieving better and more effective client outcomes for any firm.
The book deconstructs customer success into its most fundamental components, such as operationalizing customer success, retention, and advocacy. The chapters explain the principles of customer success in plain English and offer practical recommendations for putting these theories into reality.
3. The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company by Jennifer Chiang
A young and growing company’s guide to putting the customer at the center of business decisions is The Startup’s Guide to Customer Success. This book demonstrates how concentrating on customer demands may assist startups in establishing a loyal client base and achieving profitability. Jennifer Chiang lays out an easy-to-follow framework and includes success stories and advice from CEOs and founders. The book covers themes like how to build a customer success team, anticipate and prepare for client demands, garner support for a customer-centric strategy, and create a company culture that caters to customers. The Startup’s Guide to Customer Success is an excellent primer on the subject, showing how to implement client-centricity on a shoestring budget.
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4. Customer Success: How Innovative Companies Are Reducing Churn And Growing Recurring Revenue
This book, Customer Success, is a wonderful way to get ready for 2022. It was written by three authors, each with their own unique experience (Nick Metha, Dan Steinman, and Lincoln Murphy).
We all know that the success of your business is directly related to the success of your customers with the product, which is a central theme in this book as it examines how business relationships have changed BC and AB (“Before Cloud” and “After Benioff”).
This book walks you through all you need to know to start your own Customer Success program, from the earliest planning stages to execution suggestions. You’ll examine several tactics employed by some of the world’s most successful firms and develop your own action plan for establishing a Customer Success group within your company. It’s quite actionable, and it teaches you how to get started after explaining why customer success is so crucial.
5. Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success by Rick Adams
One of the top books for customer success managers is Practical Customer Success Management. This book covers the entire breadth of client experience management and offers readers with a solid foundation in the field. KPIs and measurable outcomes, research and planning, customer success initiatives, and cooperating with other parts of the organization are all covered in detail in the chapters. This book elaborates on the function of customer success manager and provides professionals with a better grasp of the obligations of the position. Practical Customer Success Management not only provides readers with a broad knowledge basis, but it also sets out multi-step frameworks for successfully implementing each aspect of the CSM process.
This book also includes templates to assist you run through the lessons and duties described so you can better collaborate with other managers on your team, as well as suggestions for tools to keep the team doing well.
6. The Customer Success Professional’s Handbook: How to Thrive in One of the World’s Fastest Growing Careers—While Driving Growth For Your Company by Ashvin Vaidyanathan and Ruben Rabago
One of the better customer success guides is the Customer Success Professional’s Handbook. The book begins by describing customer service management (CSM) and outlining career prospects before highlighting the characteristics that make customer service managers successful. The second half of the guide teaches leaders how to integrate customer success into organizational operations as well as how to recruit, develop, and retain skilled customer service representatives. The Customer Success Professional’s Handbook is a helpful guide for putting customer-centricity principles into reality and creating a firm that provides meaningful service to customers.
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7. The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift by Nick Mehta and Allison Pickens
The Customer Success Economy is a credo aimed at putting the customer at the center of all corporate decisions. The book outlines how executives may drive a top-down transformation of their firms to focus on customer experience and why it is vital. Customer success, according to the writers, is not a temporary trend, but rather a revolution in typical company operations. The book’s second half provides practical guidance on how to optimize each aspect of a business to meet the demands and expectations of clients. The writers back up their views with tales from leading firms that have used customer experience to increase revenue and decrease attrition.
8. The Ten Principles Behind Great Customer Experiences by Matt Watkinson
One of the most valuable books on customer success is The Ten Principles Behind Great Customer Experience. The book lays out ten of the most significant principles and regulations for putting the client at the center of operations, as the title suggests. The finer features of the customer success technique are explained in this handbook using a blend of psychology and case studies. The author delves into the rationale and motivations that drive customer decisions, as well as the best practices that ensure beneficial interactions between customers and clients. Matt Wakinson explains how to appeal to the customer’s identity, give them power over the experience, and eliminate stress and friction. The Ten Principles Behind Great Customer Experience lays out the golden laws of customer-centricity and serves as a practical guide for client-facing professionals who want to leave a lasting impression.
9.Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days Joey Coleman
Coleman’s entire focus isn’t on marketing or even closing the transaction; it’s on acquiring lead information. Instead, it’s about what occurs in the first 100 days after a buyer buys something, and how you can exploit every touchpoint and interaction to turn customers into brand evangelists. The goal is to keep people as enthralled with your product or tool as they were when they first discovered it, and to avoid the regular drop-offs that most businesses experience during the first three months. Onboarding is a big component of this book, and it’s also a big element of getting your consumers off to a good start. The book also covers how to predict clients’ emotions and requirements so that you may give value and build a long-term relationship (through email, video, in-person, and other methods). This book will walk you through the whole client user journey after they’ve made their initial purchase, providing you with a blueprint for where you should go next.
10. Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions by Donna Weber
Customers must be educated, according to Onboarding Matters. The author recommends that you start your customer connection on a positive note by interacting with them at the start of their trip and taking the time to explain the finer points of the service. Teaching customers the ins and outs of the offering can help them avoid problems or difficulties, grasp the full potential of the product, and become aware of the resources available. Furthermore, this action develops a rapport with the consumer and demonstrates that the support crew cares, making customers more likely to stick around and give the organization an opportunity to resolve difficulties. The book outlines the significance of onboarding and provides guidelines and recommendations for providing the best onboarding experiences possible. The author walks CSMs through the stages and steps of the process, showing them how to create seamless and useful applications. The ultimate guide to defining client expectations is Onboarding Matters.
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Conclusion
Customer success is a key component of the software-as-a-service industry, but other companies can benefit from it as well. Attracting, closing, and onboarding new customers is expensive and time-consuming, so businesses can gain from keeping their current customers. The greatest way to keep consumers from leaving is to think like them and address obstacles that keep the experience from being perfect. The books on this list teach executives how to adopt a client-centric perspective and create company structures that promote customer success.
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