#2 NO PAYWALL! Oct BookShop: Explore Gainsight Customer Success Strategies from "The Customer Success Economy" written by Nick Mehta and Allison Pickens' book (free downloads & group discussion)

Chapters Covered in BookShop #2

Ch 3 - The Customer Success Job Market

Ch 4 - Customer Success Stops Churn

Ch 5 - Customer Success is a Growth Engine

Ch 6 - ur Customers Want It

Don't forget to grab our Gainsight Customer Success Strategy Takeaway deck (it's basically your cheat sheet of all the juicy bits).

Takeaways - OCT - BookShop.pptx

Download PPTX • 88.03MB

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Chapters Covered in BookShop #2

Ch 3 - Job Market

Ch 4 - Churn

Ch 5 - Growth Engine

Ch 6 - What Customers Want

October’s BookShop was like a buffet of knowledge with six chapters on the menu! We wrapped up Part 1 of The Customer Success Economy, which is all about the wild and wacky evolution of the customer success economy: What's the deal with it now, and how did it end up like this?

Out of these six chapters, we whipped up four breakout sessions based on what everyone was hungry for:

(1) how to make yourself as irresistible as a hot new gadget in this job market,

(2) secret ninja moves to combat churn,

(3) sneaky strategies for expanding, grabbing new logos, and keeping those renewals coming, and

(4) the art of giving customers exactly what they crave through outcome-driven magic.

This month's ringmaster Moderators were yours truly, Dana Soza, along with Laura Beavin-Yates, Rick Suber, Tiffany Morin, Debbi Stanley, Ed Powers, and Cindy Greeratiyuth, who led discussions that dug up loads of practical how-to gems.

Some tasty nuggets included how to turn your Activity Feed into a recruiter magnet, or how to wield the Rule of Reciprocity like a Jedi to capture a customer's attention; plus, what behaviors can predict logo churn for SMBs, and what it takes to get Product to whip up a new feature that customers are drooling over.

My personal fave this month was from Mark Bangerter, who suggested asking, "What is success to you?" because a company's big-picture dream and a contact's personal goal can be as different as cats and dogs. It's like choosing between floating downstream or paddling upstream.

More specifically, if you can tap into their personal motivator and nail it, you've given yourself the VIP pass to the company's grand vision.

They'll be your biggest cheerleaders.

Enjoy!

Dana Soza

Your Customer Success Growth Expert & Biggest Cheerleader for Your Success