Unlock the Power of Customer Retention: Strategies for Reducing Churn and Growing Recurring Revenue

Yonni.I: Customer success is the lifeblood of any organisation, and Nick Mehta does a masterful job of showing just how essential it is in his book. Mehta takes the reader on a journey through the importance of customer success in every aspect of a business, expertly weaving it into the organisation's fabric. The book's structure, built around "laws" contributed by success managers from top-notch companies, was incredibly compelling.

This book was a treasure trove of creative and practical ideas that can be implemented, providing a flexible framework that can be moulded to fit any unique situation.

Something which I plan on doing!

While I found the occasional repetition in the text, it only reinforced the significance of the subject matter.

Customer success is a critical component of any successful business which is becoming more important as everything in life moves towards the subscription model. This book does an excellent job of highlighting just how vital it is. I give it a well-deserved 4 out of 5 stars and eagerly anticipate Nick Mehta's next literary offering, which is due to be released this year.

United Kingdom on Jan 29, 2023

Levi castle: Whether you’re in a subscription-based product model or not, this book will help you. I would say it’s a very high-level overview of customer success. The info was extremely useful if you’re a CS rookie, or an exec looking to broaden your horizons.

United States on Apr 23, 2022

Kindle Customer: This book covers a 360 degree view of Customers in depth and why Customers will be geared up to have more power in the future. The author elaborates Customer Success as a new age discipline and how imperative it is for companies to align goals of the customer to companies growth. A must read for everyone and is most relevant for folks in the SAAS / Subscription world.

India on Jun 20, 2021

N Brown: Fantastic, there is a reason this is the #1 recommended book on Customer Success. Very good, and I would recommend.

Canada on May 01, 2021

spaceclav: Though it was easy to read even for a software engineer like me, I couldn't understand what is revolutionary about this concept.

For instance, the authors talk about retention of customers repeatedly based on the situation salesforce faced. No one would deny its importance. But how can we achieve it? By checking the data of customers constantly. Sure. By analyzing why some of your customers left from your service. Gotcha. Then what? Those solutions sounded a bit like run-of-the-mill for me.

Most people would admit that salesforce is one of the most successful SaaS companies. But I don't think you can fully understand the essence of their success by just reading this book(Of course!), maybe because the authors were INSIDE the company. I prefer more analytical, scientific, or objective information for repeatability.

Japan on Mar 17, 2019

Eduardo X: O conteudo a partir da Parte II fica extremamente interessante. Achei muito inteligente a abordagem dos tipos de clientes através do comportamento e contatos. Mais ainda quando se enquadra essa abordagem nos 10 princípios (apresentado por outros autores).

Dei 4 estrelas porque a primeira parte do livro teve uma fundamentação não muito boa. Em alguns pontos tive que reler e outros me perdi um pouquinho. Acho mais legal ler alguma coisa de Dom Pepper e Martha Rogers, instead.

Confesso que dei alguns saltos na terceira parte do livro, pois percebi que, assim como os últimos tres princípios é necessário ler e montar um esquema pra ja aplicar de forma prática.

Eu li esse livro porque comheci, o licon murphy, e achei ele muito enfático em sua palestra sobre churn. Valeu a pena! Recomendo!

Brazil on Jan 05, 2018

Jeremey Donovan: In a nutshell, this book is based on the following premise: The ultimate goal of Customer Success is driving high lifetime value (LTV) via retention with upsell which is earned by proactively accelerating customers’ time-to-value in a way that creates attitudinal (emotional) loyalty.

The book does a good job of covering the WHY and the WHAT of customer success. Specifically, there is good coverage of: key metrics, risks to detect, and key activities (at a high level). As other reviewers have commented, you will be disappointed if you are looking for a how-to guide with in-depth case studies.

If I can offer one criticism, it is that the content jumps back and forth and is frequently overlapping. The main cause for this is that the bulk of the book is actually a reprint of a GainSight content marketing piece entitled "10 Laws of Customer Success" that is itself a compendium of the views of 10 different authors.

United States on Aug 26, 2016

Emiley Oster: I rarely write reviews, but was compelled to do so for this comprehensive book on the newest function emerging in the software industry, Customer Success. As an Exec relatively new to the field, but well experienced in sales and account management, I find myself coming back to this book over and over for guidance and inspiration. It is clear, straight forward and full of practical, applicable information that can be utilized by any sales organization. It is a great read for anyone new to Customer Success or for CXO/VP levels as they move to the subscription economy.

United States on Aug 02, 2016

Allan M. Lees: Customer Success has become the industry buzzword du jour. In many cases, large corporations are simply renaming their Account Management function; in other cases companies are hiring a Customer Success Manager and assuming "job done."

In reality, customer success is an evolving discipline and no one has all the answers - and even if they did, things are changing so rapidly that today's best practice may become tomorrow's failure. This book is a good introduction to many of the core concepts of customer success, and why understanding what success means for your customer is essential to remaining competitive in today's subscription economy.

The book has a few major gaps. First of all, segmentation is purely on size of customer organization / size of revenue from first sale; it doesn't address the fact that you might be serving multiple quite different customer types all of whom are in the "long tail." Additionally the book doesn't recognize that there might be several different actors in the play. 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...

United States on May 15, 2016

Scott J. Renna: This book is fantastic and really helped me see the bigger picture when it comes to the subscription-based economic revolution that we are a part of. It is a trend that had started a few years prior and will only continue to grow. People these days prefer to 'rent' their services versus own outright and it is incumbent on organizations to deliver a high quality customer experience to encourage their clients to keep utilizing them. Customers demand this type of treatment and will go elsewhere if they do not receive it. More than anything, I learned that the Customer Success arm of your organization cannot move mountains alone; this function needs to be front and center, supported from the top down and regarded as a key element to overall success. It must be resourced and supported just as any other revenue creation team must be.

I close this review with some advice once given to me by my grandfather that still, and will always, hold true: 'Always give more of yourself than people expect'

United States on Mar 24, 2016