Part 1: Foundational Concepts for Business Success

The first part of this book explains why measurement of service activity and outcomes is essential to proving the effectiveness of the Customer Success practice. But that measurement will be difficult if the right foundation doesn’t exist in the first place. So, the book moves into an explanation of how a functioning Customer Success practice is built around nuanced views of the customer base, a deep understanding of the journey they are on, a nimble knowledge of the company’s product offering, and an awareness of the technologies that underpin everything. Before moving into Part 2 of the book, the reader will learn about how to leverage the measurable components of the foundation to manage a book of business, the collection of customer accounts each CSM is assigned.

This part has the following chapters:

• Chapter 1, Optimizing Your Key Metrics for Growth
• Chapter 2, Building a Strong Foundation – Key Knowledge for Success
• Chapter 3, Strategies for Effective Book of Business Management