Reddit reviews Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

It's part of "Customer Success" where you have different "high touch", "low touch" and/or "tech touch" (triggered emails) based on your biz and the type of customer. E.g. If you have a lot of low-value customers you could do triggered emails. But if you have high value customers you should be tracking those same behaviors and doing QBRs and basically holding their hand (because high value).

But before that you need to actually figure out the steps your customers need to take to be successful using your product (understanding the customer journey). And then relentlessly helping them clear hurdles through whatever methods and communications make sense for your business.

I really loved this book: Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue https://www.amazon.com/dp/1119167965/

Buckle up! In my teams, leaders are readers.

Here's a short list:

• Getting Things Done - this our bible for productivity
  
• Farm Don't Hunt - it's a good book for building an org or understanding how all the parts of your org work together
  
• Customer Success - like it or not, it's the standard for an intro book into CS written by Lincoln Murphy
  
• Mapping Experience - this is a great one for helping to define the customer journey
  
• The Coaching Habit - I use this a lot with my direct reports but it's also really valuable for shifting your mindset for how you should coach or advise customers
  
• The Effortless Experience - it's an eye opening read, backed by research that says you shouldn't be trying to delight people all the time
  
  Oh and here is Lincoln Murphy's book list.

https://www.amazon.com/Customer-Success-Innovative-Companies-Recurring/dp/1119167965