Competing for Customers: Why Delivering Business Outcomes is Critical in the Customer First Revolution
English
By (author): Amir Hartman Craig LeGrande Jeb Dasteel
Business-to-business customer expectations have changed. To surviveand thrivein todays economy, where customers are constantly reevaluating their purchases and looking at options never available before, you need to deliver business outcomes, not features and functionality.
Suddenly, your sale is no longer a one-time event: its a relationship that demands continuous care and nurturing. You need to constantly deliver, measure, and demonstrate the value you create for your customers.
Like it or not, its your job to make sure your customers succeedand keep on succeedingwith what youve sold them. That job has a name: Customer Success.
Delivering customer success means radically changing the way you engage with customersfrom sales, to marketing, to engineering and support. This book gives you a complete framework for doing just that. Step by step, youll learn how to make sure your customers are achieving business outcomes from your offeringsnow, next year, and for years to come.
Embed customer success in your organizational DNA, in 3 steps:
Listen: Truly understand what it means for your customers to succeed with your offerings
Engage: Start a productive dialogue, collaborate to solve problems, and promote awareness of the value you create
Ensure: Innovate to deliver on your promises, prove it to the customer, and build retention