April 15, 2018 at 8:07 am #387
Here are list of Books to learn about Customer Success. Comment other suggestions and we will add to the list
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
The Messenger is the Message: How to Mobilize Customers and Unleash the Power of Advocate Marketing
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Delivering Happiness: A Path to Profits, Passion, and Purpose
Difficult Conversations: What matters most (You definitely need to be comfortable having difficult conversations without getting defensive when it comes to customer success. I had to learn this and it takes practice).
Good to Great by Jim Collins The right synergy of Ambition and Selflessness is crucial for Customer Success. If you live a life of service then you’ll achieve all your goals as a side-effect.
Small Giants: Companies That Choose to Be Great Instead of Big by Bo Burlingham Customers’ goals may not be what you think they are! It’s your job to listen – with empathy – and help them achieve all their goals, no matter what those goals might be or how they might differ from what you thought when you met them.
Thank You Economy by Gary Vaynerchuk What businesses need is to figure out how to best communicate with the customers in this vastly changing cultural and media landscape.
How to Win Friends and Influence People by Dale Carnegie It is a guidebook for making a good first impression, good ways to criticize people, tricks for being better at conversation, and a handful of other things that essentially boils down to “dealing with people.”
Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute & Theodore Kinni Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffery Gitomer How convert “satisfied” customers into “loyal” customers.
Good Profit: How Creating Value for Others Built One of the World’s Most Successful Companies by Charles G. Koch Good profit results when a company creates value for customers in a way that helps them improve their lives. Good profit is the result of innovations that customers freely vote for with their own dollars; it’s the result of business decisions that create “long term value for everyone–customers, employees, shareholders, and society.”
Effective Customer Success Execution: A Customer Centric Approach to Creating a Customer for Life by Jackie Golden How to build a world-class customer experience model that delivers a results-driven approach that ensures a consistent, repeatable, and quality customer experience for your clients over the long term.
Traction: How Any Startup Can Achieve Explosive Customer Growth by Gabriel Weinberg Traction will teach you the 19 channels you can use to build a customer base, and how to pick the right ones for your business
The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon Delighting customers doesn’t build loyalty, and acting on this insight can help improve service, reduce costs, and decrease customer churn.
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service by John A. Goodman With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that…customers expect more.
BrainScripts for Sales Success: 21 Hidden Principles of Consumer Psychology for Winning New Customers by Drew Eric Whitman How to use the powerful emotion of fear to convince prospects, make prospective customers successfully demonstrate the product inside their heads before they spend a penny to buy it, use speaking patterns that build desire for the product or service, and much more
All about Them: Grow Your Business by Focusing on Others by Bruce Turkel
Custom Nation: Why Customization Is the Future of Business and How to Profit From It by Anthony Flynn, Emily Flynn Vencat
Influence: The Principles of Persuasion by Robert Cialdini
Pre-Suasion: A Revolutionary Way to Influence and Persuade by Robert Cialdini
The Design of Everyday Things by Don Norman
Nonviolent Communication: Life-Changing Tools for Healthy Relationships by Marshall B. Rosenberg
Tribe: On Homecoming and Belonging by Sebastian Junger
Social Engineering: The Art of Human Hacking by Christopher Hadnagy
Scarcity: Why Having Too Little Means So Much by Sendhil Mullainathan
The Power Paradox: How We Gain and Lose Influence by Dacher Keltner
Payoff: The Hidden Logic That Shapes Our Motivations by Dan Ariely
Multipliers: How the Best Leaders Make Everyone Smarter by Liz Wiseman
Give and Take: Why Helping Others Drives Our Success by Adam M. Grant
The Power of Habit: Why We Do What We Do in Life and Business by Charles Duhigg
Hooked: How to Build Habit-Forming Products by Nir Eyal
The Challenger Sale: Taking Control of the Customer Conversation by Matthew Dixon
The 4 Disciplines of Execution: Achieving Your Wildly Important Goals by Chris Mcchesney
Lean Customer Development: Building Products Your Customers Will Buy by Cindy Alvarez
Anything You Want: 40 Lessons for a New Kind of Entrepreneur by Derek Sivers
Emotional Intelligence 2.0 by Travis Bradberry
Getting Things Done by David Allen
Extreme Ownership: How US Navy Seals Lead and Win by Jocko Willink
Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning, Kerry Bodine and Josh Bernoff
The Ten Principles Behind Great Customer Experiences by Matt Watkinson
The Trusted Advisor by David H. Maister
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