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The Customer Success Pioneer

The first 12 months of your journey to growth

Kellie Lucas

Find the right path the first time! Use this transformation handbook to navigate your way through the first year of defining, establishing and expanding a world-class Customer Success function for your company.

Size: 216 × 140 mm / 8.5 × 5.5 in • • ISBN: 9781788600392
Publication: January 31, 2019

Paperback

Available for preorder: this book will be shipped on its publication date of January 31, 2019

  • £15.99

  • Are you a Customer Success Executive or making your way up the Customer Success ladder? 
  • Do you want to transform churn into maximum recurring revenue and growth? 
  • Are you looking for a clear route to an established framework? 
  • Are you determined to be proactive, rather than constantly firefighting, with your customers? 
  • Is your company invested in or implementing a customer-focused philosophy?

If you answered yes to any of these questions, this book is for you!

Customer Success is an emerging discipline for professionals pioneering revenue growth through customer relationships, outcomes, trust, loyalty, retention and referrals.

Customer Success - A Pioneer’s Journey is a practical handbook for creating a best-in-practice Customer Success function from the ground up. It will help you ensure that your existing portfolio of customers become successful partners - delighted, committed and renewing - by putting in place processes that will work across your portfolio and into the future. This book will help you find the essential frameworks to maximise customer retention, recurring revenue and growth, build a productive and balanced team and excel as a Customer Success professional.

Kellie Lucas is a Founding Director at ForseLucas, the consulting business which helps C-Suite executives and their teams establish and maximise their revenue growth engine through Customer Success. A founding member of the European Customer Success network, she works with her peers to pioneer the emerging profession and co-founded CustomerSuccessNetwork.org, EMEA’s primary Customer Success community. Kellie is a regular speaker at conferences such as SuccessCon, Pulse Europe and CSU Live. Beginning her career in Finance and transferring to IT, she spent over 20 years consulting for and with enterprise businesses like HSBC, Barclays, IBM, Deloitte and Vodafone. Kellie then moved to Ghana to work with anti-slavery NGO Challenging Heights and continues to lend her voice to the third sector wherever possible to extend the reach of her passion to help people achieve their dreams and goals. She is an NLP Master Practitioner providing expert leadership, coaching and mentoring to her peers and clients in project and relationship management, most specifically with a focus on Customer Success.

Format: Paperback

Size: 216 × 140 mm / 8.5 × 5.5 in

ISBN: 9781788600392

Publication: January 31, 2019


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