CustomerSuccess

Table of Contents Endorsements Title Page Copyright Gainsight Book Foreword Part I: Customer Success: The History, Organization, and Imperative Chapter 1: The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial In the Beginning Attitudinal versus Behavioral Loyalty The Birth of Software as a Service Chapter 2: The Customer Success Strategy: The New Organization versus the Traditional Business Model Why Does Customer Success Matter? What Customer Success Is Not Customer Success Is NOT Customer Support What Customer Success Is Customer Success's Cross-Functional Impact Chapter 3: Customer Success for Traditional Nonrecurring Revenue Businesses Are Subscriptions Only for Software and Magazines? Delivering Customer Success Part II: The Ten Laws of Customer Success Chapter 4: The Practice of Customer Success Chapter 5: Law 1: Sell to the Right Customer How Do You Define the Right Customer? Additional Commentary High Touch Low Touch Tech Touch Chapter 6: Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart Additional Commentary High Touch Low Touch Tech Touch Chapter 7: Law 3: Custo......