Kevin Leonor notes that the foundation of customer success lies in understanding the customer journey and recognizing your value events and where you need to be mindful of your experience pitfalls. Business owners and digital markets also work hard to attract new leads, but just because you land their contact information doesn’t mean you’ve sealed the deal. Excellent customer support requires an effective lead nurturing process, along with an outstanding customer experience in this book Gingiss to improve customer retention rates across each stage of the marketing funnel.
1. The Seven Pillars of Customer Success by Wayne McCulloch
Wayne McCulloh is a Top 100 Customer Success Strategist with over 25 years of experience in customer support and success. His book The Seven Pillars of Customer Success offers readers a comprehensive framework to drive impactful customer support outcomes for any brand.
2. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Metha, Dan Steinman, and Lincoln Murphy
This book is written by three authors: Nick Metha, Dan Steinman, and Lincoln Murphy, who have distinctive experience in customer support and success.
- Provide increased value for existing customers;
- Deliver outstanding customer experiences and ensure all customers are happy with your products; and
- View customer success as a business-wide change.
3. Farm Don’t Hunt: The Definitive Guide For Customer Success by Guy Nirpaz and Fernando Pizarro
Farm Don’t Hunt: The Definitive Guide for Customer Success is written by Guy Nirpaz and Fernando Pizarro. Besides being an informative read, it’s also fun and engaging.
- A revenue model that helps customer support and success teams speak the same language.
- An analytical framework for customer support efforts.
4. Never Lose a Customer Again by Joey Coleman
Although reducing customer churn rates to zero is impossible, the truth is that the strategies discussed in Never Lose a Customer Again by Joey Coleman can help you get a little closer to achieving that goal.
5. The Experience Maker by Dan Gingiss
In this book, Dan Gingiss notes that nowadays, competition is stiffer than ever before, and competing based on your product or price alone no longer works well. So how can your brand stand out in a crowded market that is constantly changing?
Final Thoughts
By now, you know the value that comes from investing in customer support and delivering excellent customer experiences, even if you don’t have a formal customer support program or team yet. If you’re looking to optimize your customer success strategy , any of these five customer support books can guide you through your journey.