Title Competing for customers : why delivering business outcomes is critical in the customer first revolution / Jeb Dasteel, Amir Hartman, Craig LeGrande

Published Upper Saddle River, New Jersey : Pearson, [2016] ©2016

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Description 1 online resource (1 volume) : illustrations Summary Business-to-business customer expectations have changed. To survive-and thrive-in today's economy, where customers are constantly reevaluating their purchases and looking at options never available before, you need to deliver business outcomes, not features and functionality. Suddenly, your "sale" is no longer a one-time event: it's a relationship that demands continuous care and nurturing. You need to constantly deliver, measure, and demonstrate the value you create for your customers. Like it or not, it's your job to make sure your customers succeed-and keep on succeeding-with what you've sold them. That job has a name: "Customer Success." Delivering customer success means radically changing the way you engage with customers-from sales, to marketing, to engineering and support. This book gives you a complete framework for doing just that. Step by step, you'll learn how to make sure your customers are achieving business outcomes from your offerings ... now, next year, and for years to come. Embed customer success in your organizational DNA, in 3 steps: Listen : Truly understand what it means for your customers to succeed with your offerings Engage: Start a productive dialogue, collaborate to solve problems, and promote awareness of the value you create Ensure: Innovate to deliver on your promises, prove it to the customer, and build retention Bibliography Includes bibliographical references and index Notes Online resource; title from title page (Safari, viewed February 5, 2016) Subject Customer services. Consumer satisfaction. Success in business. Consumer Behavior BUSINESS & ECONOMICS -- Industrial Management. BUSINESS & ECONOMICS -- Management. BUSINESS & ECONOMICS -- Management Science. BUSINESS & ECONOMICS -- Organizational Behavior. Consumer satisfaction Customer services Success in business Form Electronic book Author Hartman, Amir, author. LeGrande, Craig, author. ISBN 9780134172835 0134172833 0134172205 9780134172200

Other Titles Why delivering business outcomes is critical in the customer first revolution

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