It isn’t easy to make customers happy. You need to help them achieve what they want. You need to make sure that their problem is solved in the best possible way. This is what customer success is. According to Lincoln Murphy, customer success is when your customers achieve their desired outcome by interacting (meaningfully) with your business.
To fully understand what exactly customers want to achieve, what they desire, and how you can interact with them, you need to read books – a lot of books on customer success and how to master it.
Here are the best customer success books you must read:
1. Customer Success
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, and Lincoln Murphy, it is one of the best books on customer success. The book shows you how to increase customer lifetime value by retaining customers and making your business profitable by having loyal customers.
The book lists 10 laws of customer success that make it fairly easy for the readers to understand what customer success is and how to practically use it. It has examples, case studies, and an in-depth explanation of the phenomenon that it discusses.
2. Farm Don’t Hunt
Farm Don’t Hunt: The Definitive Guide to Customer Success is written by Guy Nirpaz and Fernando Pizarro. It is a detailed yet interesting book on customer success that has done one thing exceptionally well and that’s describing the customer success cycle. You’ll learn how customer success works and you can build a business with loyal customers. The best thing about the book is that it shows you how to develop and use the farming mindset instead of hunting mindset for customer acquisition and retention.
3. The Effortless Experience
The Effortless Experience: Conquering the New Battleground for Customer Loyalty is a fantastic book by Matthew Dixon that focuses on customer loyalty and shows you how to convert customers into loyal ambassadors of your business. The book discusses four pillars of what makes customers loyal and how to practically use it. It has tons of examples, templates, and a list of tools that make implementation extremely easy for businesses. You’ll find everything in the book that you need to have loyal customers.
4. Chief Customer Officer 2.0
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss provides you with a complete roadmap to transforming your business into a customer-driven growth engine. It is a practical book that shows you how to manage customers, improve customer experience, and how to change the culture of your business quickly yet effectively. It has more than 40 case studies and templates that you can apply to your business.
5. The Startup’s Guide to Customer Success
The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company by Jennifer Chiang is a perfect book for startups that wish to develop a customer success mindset without spending heaps of money. The book shows you how to create a customer success team for your business irrespective of resources and business size. It comes with case studies, examples, and a framework that any business can use and excel.
6. The Outcome Generation
The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success by Paul Henderson is a perfect book on customer success for technologically advanced businesses. It shows you the exact path to using customer success across all the stages of the customer lifecycle. The focus of the book is to help your business align itself with the outcomes that customers consider success. It focuses on customers in the true sense so you’ll find everything you need to better serve your customers in this book.
7. Practical Customer Success Management
Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success by Rick Adams offers you with a complete framework for customer success management. The framework has 7 phases that are discussed in detail with examples and case studies for easy understanding. If you need a complete customer success management framework that you can apply to your business without much hassle, you should grab this book.
8. The Art of Support
The Art of Support: A Blueprint for Customer Success and Support Organizations by Francoise Tourniaire is specifically written for managers who want to practically implement customer success throughout the customer lifecycle journey. The book’s primary focus is on designing the customer lifecycle journey based on customer success and support rules. It contains practical tools and a huge list of best practices and recommendations for practitioners. The book has a section on how to use customer data for decision-making that is extremely helpful for customer success managers.
9. Obsess to Success
Obsess to Success: How Building Relationships and Focusing on the Customer Experience Will Change the Course of Your Business by Cindy Koebele is an inspirational read where Cindy shares her experience and knowledge on how to run your business successfully. The book emphasizes building relationships for business growth and improving customer experience to better engage with your customers. The book focuses on remembering small things that bring in big changes over time. Remembering little things is the foundation of building business relationships and networks that help you make meaningful connections with your customers.
10. From Impossible To Inevitable
From Impossible To Inevitable: How Hyper-Growth Companies Create Predictable Revenue by Aaron Ross and Jason Lemkin details a 7-step formula for hypergrowth that you can use for exponential growth and revenue. The book shares several case studies of businesses that have achieved hypergrowth such as Zenefits, Salesforce, EchoSign, and more. The authors show readers how these companies achieved growth and how you can replicate the same using their 7 ingredients of hypergrowth. Each ingredient is discussed in detail with actionable steps that any business can use irrespective of its budget.
11. The Trusted Advisor
The Trusted Advisor by David Maister, Charles Green, and Robert Galford is an awesome book if you’re in the B2B sector. The authors argue that every business needs to earn the trust of its clients and customers if it wants to succeed and grow. The book is based on techniques, examples, case studies, mistakes, and success stories that are all related to earning client trust. It shows you why trust is essential for business growth and how companies of all sizes are using it.
Subscribed: Why the Subscription Model Will Be Your Company’s Future – and What to Do About It by Tien Tzuo and Gabe Weisert emphasizes in their book on the importance of subscription business model and why it is the future. The authors show practical ways to convert customers into subscribers so you can generate recurring revenue from every single subscriber. The authors have also shared several examples of subscription businesses to help readers understand how it works.
13. What Customers Crave
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint by Nicholas Webb is all about understanding your customers. The book mainly focuses on what your customers love and what they hate. The author shows you with examples and case studies on how you can understand your customers better.
These customer success books will help you take your business to the next level. What you need to do is create a schedule and read one book a week. It isn’t too much. You can easily read one book a week, don’t you?
Let’s get started today.
Keep reading: Guide to Customer Satisfaction Score (CSAT)