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Highlights
Quality
People these days prefer to rent their services versus own outright and it is incumbent on organizations to deliver a high qual... Read More
If you expect this to be a how to do customer success playbook you will be disappointed
Competitiveness
A great summary of customer success in a saas company
Even organizations operating in apparent backwaters such as the manufacturing of heavy industrial equipment should study the le... Read More
Learned a lot from this book while working as a manager at a saas company
Overview
- How are reviewers describing this item?
great, new, good, written and different. - Our engine has profiled the reviewer patterns and has determined that there is minimal deception involved.
- Our engine has determined that the review content quality is high and informative.
- Our engine has discovered that over 80% high quality reviews are present.
- This product had a total of 444 reviews as of our last analysis date on Nov 25 2021.
Helpful InsightsBETA
Posted by a reviewer on Amazon
The concept is great however in some sections i felt that the context is repetitive
Posted by a reviewer on Amazon
It is clear straight forward and full of practical applicable information that can be utilized by any sales organization
Posted by a reviewer on Amazon
Must read for any aspiring software as a service csm or account manager
Posted by a reviewer on Amazon
I could not put this book down it is clearly written and flows really smoothly
Posted by a reviewer on Amazon
Customers demand this type of treatment and will go elsewhere if they do not receive it
Posted by a reviewer on Amazon
Additionally the book doesnt recognize that there might be several different actors in the play
Posted by a reviewer on Amazon
Success for the call center manager might be getting this new product installed and running within 90 days whereas success for the call center director might be reducing staffing costs by 5 while improving timetoanswer by 10
Posted by a reviewer on Amazon
Today presales and aftersales are generally quite different animals with different incentives and the customer is the one who experiences the gaps tomorrow there should be a continuous coherent journey from initial discovery through to expansion and renewal but this cant happen unless the entire organization understands what parts play which roles in customer success and incentives are correctly aligned
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