Word on the Street

Customer Success

“Customer focus” and “customer advocacy” are no longer enough. Today, customers can walk away from your products and services at a moment’s notice. There’s only one way to make sure that doesn’t happen: focus relentlessly on helping your customers achieve measurable business outcomes.


Not just once. Not just before the sale. You need to support outcomes constantly, throughout your entire relationship—and make sure your customers know it. This doesn’t just happen. It requires a comprehensive, tested blueprint that integrates everything you do. You’ll find that blueprint right here.


Using examples from great companies, the authors identify the unifying principles and tactics of customer success delivery. Next, they guide you through every step of planning and execution, supporting you with clear tools and templates based on actual practice.


You’ll learn how to embed a distinct focus on customer success in your corporate DNA, so your customers’ success really is yours, and vice versa. If you want to attract and keep profitable customers, this is how you do it.

Commentary on the Book

Jeanne Bliss, author of Chief Customer Officer 2.0 and President of CustomerBliss

Read this book to learn how your company can 'earn the right' to customer growth in the ever-important Subscription Economy.

Dr. Jim Noble, CEO of The Advisory Council and former global CIO of Altria Group

Great messages! Deliver results, or someone else will. The authors offer lots of smart concepts and practical tools that could make a real difference, especially for established players.

Rishi Dave, Chief Marketing Officer, Dun & Bradstreet

It's time to stop talking about 'focusing on the customer' and start doing it. B2B customers engage differently with companies today. Jeb, Amir, and Craig provide a practical blueprint for connecting with customers in the modern era.

Vijay Govindarajan, Coxe Distinguished Professor at Dartmouth's Tuck School of Business

The authors make it clear that delivering customer succes is not an option - rather, it's a competitive necessity.

Ralph A. Oliva, Director, Institute for the Study of Business Markets, Professor of Marketing, Smeal College of Business, Penn State

A must-read for forward-thinking marketers who need to focus at creating customer success - and long-term, deep engagements - several steps down their value chain. The authors guide necessary and fundamental shifts in thinking for the discipline. Packed with real cases and practical How To's as well. Don't miss this one!