Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers?
The Art of Support, Second Edition is a practical guide for managers and executives that answers your questions. In it, you will find:
- Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results.
- Nuanced recommendations to build or improve your organization: segmenting customers, choosing delivery models that match customers’ requirements and resource constraints, managing knowledge, setting appropriate goals and objectives.
- Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.
- How to use customer data to influence strategic decisions for the product or service, prospecting, and selling
If you are a fan of the classic, The Art of Software Support, find out about the differences.