The Startup's Guide to Customer Success: How to Champion the Customer at Your Company

by Jennifer Chiang

Are you looking to start or grow a customer success team? Customer success is no longer just for companies with large teams and resources. It's a company mindset that can unlock the biggest opportunities in business. Customer success can help streamline experiences, grow product engagement and loyalty, and more importantly — retain business. In The Startup's Guide to Customer Success, Jennifer Chiang presents a guide on how to plan, execute, and grow your own customer success team and the actionable steps that you can take to champion the customer at your company. Learn insights such * The four attributes Shreesha Ramdas, CEO and Co-Founder of Strikedeck, says are must-haves when hiring your first customer success team * How Jamey Jeff, Managing Director of Customer Success Solutions at Coastal Cloud, reevaluated QBRs to derive more value for his customers with less work * How Maranda Dziekonski, VP of Customer Success at Pared, manages her time wisely to not only get everything done, but fight fires and plan ahead This book is for everyone from new customer success leaders, CEOs and VPs who want their company to be more customer-centric, to start-ups who are starting their own customer success teams.

Genres: Business

448 pages, Kindle Edition

Published February 22, 2019

Reviews

[Michelle · Rating 3 out of 5]

I think this is a very long research paper. Chiang seems to have created a book from all of her online reading about Customer Success and from her experience. Most of the content is: from says, "." With a footnote that the quote came from a blog. I appreciate that I don't have to do the same research, but I find the blurb about this book misleading. Why not be clear about what this book is? It doesn't take away from its the value.

[Hami Suzuki · Rating 5 out of 5]

Great for those who are new to CS

I recently started working in a Customer Success team at a start-up company, and decided to read this book to get to know the field myself. This book thoroughly covered the journey of any new or matured Customer Success team. I highlighted so many parts in the book because I want to share with my team!

[J · Rating 5 out of 5]

Excellent source of reference for Customer Success but an eye opener for anyone in SaaS. The survey at the beginning of the book was incredibly helpful in breaking the ice with my team and bring awareness to how customer success is a company-wide and long-game effort.

[Helena · Rating 1 out of 5]

Quite possibly the worst book I've read all year.

[Mystie Winckler · Rating 3 out of 5]

Read with my business mastermind and got some good ideas, but it's certainly a quick-skim book. The target audience of the book is a large, corporate business.

[Steyn Viljoen · Rating 3 out of 5]

This is a great overview of CSM when you get started. It’s essentially a compilation of online content and interviews with leaders in the industry.