9 Best Customer Success Books for 2024 [Expert Reviews]
Customer success is evolving fast.
And staying ahead means learning from the best.
These carefully curated books represent the cutting-edge customer success strategy, combining timeless principles with innovative approaches for 2024 and beyond.
1. The Seven Pillars of Customer Success
A Proven Framework to Drive Impactful Client Outcomes for Your Company
“The Seven Pillars of Customer Success" by Wayne McCulloch is an outstanding book that shows businesses how to build strong customer relationships and grow.
The book is easy to read and provides important strategies for creating lasting customer connections while making your business grow.
With 7 important steps to follow, this book gives companies the tools they need to succeed with customers.
Here are the main ideas from the book:
Set Your Customer Success Plan
Your plan is the starting point for success, making sure your business goals match what your customers need.
Welcome New Customers Properly
Helping customers get started is key to long-term success and happy customers.
Keep Customers Engaged
Involved customers are more likely to do well, so focus on keeping them connected for long-lasting relationships.
Stay Ahead of Customer Needs
Predict what customers need and build trust by taking care of issues before they become big problems.
Measure and Improve Customer Success
Keep track of how well you're doing and keep making things better for customers.
Give Ongoing Value
Keep giving customers what they need, making sure it's better than what they expect, from start to finish.
Build a Customer-Focused Culture
Make sure everyone in your company, from top to bottom, is focused on making customers successful.
Each step is like a building block for strong customer relationships and great results. Grab your copy now!
2. Farm Don't Hunt
The Definitive Guide to Customer Success
"Farm Don't Hunt" is an eye-opener.
It’s written in a simple and easy-to-understand way, offering valuable strategies and ideas for building strong bonds with customers.
Instead of always chasing new leads, it encourages a shift toward caring for existing customers like diligent farmers, revealing the benefits of customer-centered growth.
Here are five key lessons from "Farm Don't Hunt":
Cultivate Customer Relationships
The book stresses the importance of investing in customer relationships. Every interaction with customers is like planting a seed that can grow into a fruitful partnership.
Quote: "Nurture trust and care in your customer relationships, and watch them thrive."
Understand the Customer Journey
Mapping out the customer journey provides valuable insights into their needs and challenges.
Quote: "Put yourself in your customers' shoes to find the path to loyalty and satisfaction."
Monitor Customer Health
Keeping an eye on customer health helps spot potential issues before they become major problems.
Tracking things like product use and engagement enables proactive measures to ensure long-term satisfaction.
Quote: "Regularly check the pulse of your customers to keep your business flourishing."
Empower Your Team
Creating a dedicated customer success team gives them the tools and training to deliver excellent service.
Providing them with the freedom to act builds a culture that revolves around customer satisfaction.
Quote: "Your customer success team is the backbone of your success. Give them the freedom to excel."
Continuous Improvement
Innovate and adapt to stay ahead.
Seek feedback, anticipating needs, and staying flexible.
Businesses can keep customers and stay ahead of the competition.
Quote: "Plant the seeds of progress and watch your farm flourish with growth."
The secret is in taking care of your existing partnerships rather than constantly looking for new ones.
Become a master farmer and reap the rewards of customer-centered growth.
3. How to Become A Customer Success Manager
The Hottest And Fastest Growing Job In The World
"How to Become a Customer Success Manager: The Hottest And Fastest Growing Job In The World" by myself :)
I wrote this book in 2001, and today it's still a best-seller!
My book has been recommended by many organizations, including Custify, the CS platform, as "The Top Customer Success Books for the Modern CSM."
It's for anyone looking to start a successful career as a Customer Success Manager (CSM).
I've made it easy to read and follow.
In my book, I provide practical advice and useful tips to help you succeed in this ever-changing field.
Here are five important takeaways from my book:
Know Your CSM Role
Understand what a CSM does and why it's important.
As I say, "Your job is to help customers reach their goals."
Build Strong Relationships
Building great relationships at all levels is a significant part of being a CSM. Learn how to communicate effectively, be empathetic, and truly listen to customers.
Use Data Wisely
Make informed decisions using data and information. Use customer data to identify patterns, gauge engagement, and address issues before they escalate.
Be Great at Customer Engagement
Stay in touch with customers from the beginning to the end of their journey. Provide advice, handle problems, and share innovative ideas to ensure customer satisfaction and growth for all.
Keep Learning and Growing
The world of customer success is continually evolving, with new technology and changing customer needs.
Stay up to date, enhance your skills, and always be ready to learn.
“Love The CS Cafe! It’s my source of inspiration.”
—Shannon, Premium subscriber.
4. The Chief Customer Officer Playbook
8 Strategies That Will Accelerate Your Career and Win You a Seat at the Executive Table
"The Chief Customer Officer Playbook: 8 Strategies That Will Accelerate Your Career and Win You a Seat at the Executive Table" by Rod Cherkas is a must-read guide for professionals aspiring to become Chief Customer Officers (CCOs).
In this enlightening book, written with practicality and wisdom, Cherkas shares eight powerful strategies that will propel your career and position you as a key player in driving customer-centric success.
5 Powerful Takeaways from "The Chief Customer Officer Playbook":
Champion Customer-Centricity: As a CCO, your primary focus should be placing the customer at the center of your organization's operations. Advocate for customer-centricity throughout the company, aligning strategies and initiatives to deliver exceptional customer experiences.
"Become the driving force behind customer-centric transformation. Lead the charge and rally the organization around a shared vision."
Establish Metrics and ROI: To demonstrate the value of customer success initiatives, establish clear metrics, and tie them to tangible business outcomes. This enables you to measure the impact of customer-centric strategies and communicate the return on investment to key stakeholders.
"Data is your ally. Leverage metrics and ROI analysis to showcase the power of customer-centric practices."
Develop Cross-Functional Collaboration: Successful CCOs foster collaboration across departments to break down silos and ensure a unified customer experience. Build strong relationships with other executives and collaborate on initiatives that span departments, emphasizing the shared objective of customer success.
"Forge alliances across the organization. Collaboration is the key to unlocking the full potential of customer-centricity."
Influence and Inspire Change: Effecting change requires strong leadership and the ability to influence others. Use your expertise and insights to inspire teams and executives to embrace customer-centric strategies.
"Lead by example and ignite a passion for customer success. Your influence can drive a cultural shift towards customer-centric thinking."
Continuous Learning and Adaptation: The customer landscape is ever-evolving, and as a CCO, you must stay ahead of industry trends and emerging technologies. Foster a culture of continuous learning, and adapt your strategies to meet the changing needs and expectations of customers.
"Embrace lifelong learning. Stay curious, be adaptable, and remain at the forefront of customer-centric innovation."
"The Chief Customer Officer Playbook" empowers professionals aspiring to become CCOs, providing a roadmap to accelerate their careers and secure an executive seat.
5. Customer Success
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
"Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue" by Nick Mehta, Lincoln Murphy, and Dan Steinman is a game-changing book that reveals the strategies employed by successful companies to reduce customer churn and drive recurring revenue growth.
In this insightful guide, written in a clear and accessible style, the authors share invaluable lessons and practical approaches to building a customer success-driven organization.
Five Powerful Takeaways from "Customer Success":
Prioritize Customer Success: Customer success is not an afterthought but a proactive strategy for long-term growth. Successful companies prioritize customer success from the very beginning, recognizing its impact on reducing churn and fostering recurring revenue.
"Put customer success at the forefront of your business, and watch growth accelerate."
Adopt a Customer-Centric Mindset: Companies that excel in customer success embrace a customer-centric mindset throughout their organization. From leadership to frontline employees, every team member is dedicated to understanding customer needs and driving their success.
"Embed a customer-centric culture in your DNA. It's the key to building strong, lasting relationships."
Build Strong Customer Relationships: Developing strong customer relationships is the foundation of customer success. By understanding their goals, challenges, and desired outcomes, companies can tailor their offerings and support to meet customer expectations.
"Forge deep connections with your customers. Be their trusted partner on the road to success."
Drive Continuous Value: Successful companies continuously deliver value to their customers. They go beyond initial onboarding and strive to meet evolving needs, providing ongoing support, education, and product enhancements.
"Never stop adding value. Anticipate customer needs and deliver solutions that exceed their expectations."
Leverage Data and Analytics: Data-driven insights are essential for effective customer success strategies. By leveraging customer data and analytics, companies can identify patterns, track usage, and proactively address any issues or potential churn risks.
"Harness the power of data to drive proactive actions and personalized experiences for your customers."
Through the transformative lessons of "Customer Success," businesses can unlock the potential for growth by focusing on reducing churn and driving recurring revenue.
As the book concludes:
"Invest in customer success, and unlock the door to sustainable growth and customer satisfaction."
Grab your copy and level your CS game today!
6. The Customer Success Professional's Handbook
How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company
"The Customer Success Professional's Handbook" is an essential guide for individuals embarking on one of the world's fastest-growing careers. Written in a conversational and relatable tone, this book equips customer success professionals with the tools they need to excel while contributing to their company's growth.
Packed with practical insights and strategies, it serves as a roadmap for success in the dynamic field of customer success.
5 Powerful Takeaways from "The Customer Success Professional's Handbook":
Embrace the Power of Customer Success: In this rapidly evolving business landscape, customer success is a vital driver of growth. By embracing this role, you become a catalyst for your company's success.
"Your journey as a customer success professional is intertwined with your company's growth story. Embrace the opportunity to make a significant impact."
Develop a Customer-Centric Mindset: A customer-centric mindset is at the core of successful customer success professionals. Shift your focus from transactions to building long-term relationships.
"Adopt a genuine desire to understand and address your customers' needs. Building strong relationships is the key to driving mutual growth."
Master the Art of Communication: Effective communication is the cornerstone of customer success. Learn to listen actively, ask insightful questions, and clearly convey value to your customers.
"Communication is more than just talking. It's about building trust, fostering understanding, and aligning goals."
Leverage Data for Actionable Insights: Data is a powerful tool in the customer success arsenal. Harness the potential of data analytics to gain actionable insights, identify patterns, and proactively address customer needs.
"Let data be your guide. Utilize its insights to drive personalized and impactful customer experiences."
Nurture Continuous Learning and Growth: Customer success is a dynamic field, and staying ahead requires a commitment to continuous learning. Seek opportunities to enhance your skills, stay updated with industry trends, and adapt to changing customer expectations.
"Invest in your growth as a professional. Embrace learning, challenge the status quo, and thrive in this exciting career."
"The Customer Success Professional's Handbook" empowers individuals to thrive in the rapidly growing field of customer success while driving their company's growth.
So, dive into this handbook, embrace your role, and embark on an exciting journey of personal and professional growth. Grab your copy today!
7. Customer Success Mindset
Building Customer-Centricity into the DNA of Your Growth Strategy
"Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy" by Jyo Shukla is a transformative book that guides businesses in adopting a customer success mindset to drive growth.
With a conversational tone and practical insights, this book empowers organizations to shift their focus towards customer-centricity, fostering long-term success.
5 Powerful Takeaways from "Customer Success Mindset":
Embrace Customer-Centricity: Customer-centricity is not just a buzzword but a powerful mindset that fuels growth. As you understand your customers' needs, desires, and pain points, you can align your strategies to deliver exceptional value.
"Embrace the customer as your North Star. Let their success be the guiding force behind your growth strategy."
Cultivate a Relationship-Based Approach: Strong relationships are the foundation of customer success. Invest in building trust, open lines of communication, and a genuine desire to help your customers achieve their goals.
"View your customers as partners on a shared journey. Nurture relationships based on trust and collaboration."
Focus on Customer Outcomes: Shifting the focus from product features to customer outcomes is key to achieving success. Understand what success means for your customers and actively work towards helping them achieve those desired outcomes.
"Align your goals with your customers' success. Measure your success by the impact you have on their outcomes."
Drive Proactive Engagement: Proactive engagement with customers demonstrates your commitment to their success. Anticipate their needs, provide timely guidance, and offer personalized solutions to ensure they continuously derive value from your products or services.
"Be a proactive partner in their journey. Anticipate, guide, and exceed their expectations."
Measure Success Holistically: Success should be measured beyond revenue and renewal rates. Consider factors such as customer satisfaction, adoption, and advocacy.
"Measure success by the impact you create, the value you deliver, and the loyalty you inspire."
"Customer Success Mindset" empowers businesses to embed customer-centricity into their growth strategies.
Ignite your customer success mindset, and unlock the potential for sustainable growth now. Get your copy today!
8. Onboarding Matters
How Successful Companies Transform New Customers Into Loyal Champions
"Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions" by Donna Weber is an indispensable book that sheds light on the critical role of onboarding in building lasting customer relationships.
In a conversational and insightful tone, this book provides valuable strategies for companies to create exceptional onboarding experiences, resulting in loyal customers who become enthusiastic brand advocates.
5 Powerful Takeaways from "Onboarding Matters":
Make a Positive First Impression: First impressions matter, and a smooth onboarding experience sets the tone for the entire customer journey. Create a welcoming and seamless process that leaves a lasting positive impact.
"Start strong by crafting a remarkable onboarding experience. Impress your customers from day one."
Understand Customer Goals and Desired Outcomes: Successful onboarding goes beyond product features. Take the time to understand your customers' goals and desired outcomes, and align your onboarding process to help them achieve success.
"Put yourself in your customers' shoes. Tailor the onboarding journey to their unique needs and aspirations."
Provide Comprehensive Guidance and Support: Onboarding is the perfect opportunity to provide customers with the necessary guidance and support to maximize their product or service usage. Offer clear instructions, resources, and proactive assistance to ensure their success.
"Be their trusted guide. Empower customers with the knowledge and support they need to thrive."
Establish Clear Milestones and Success Metrics: Set clear milestones and success metrics during the onboarding process to help customers track their progress and celebrate achievements. By doing so, you foster a sense of accomplishment and reinforce the value of your offering.
"Define the path to success. Establish milestones that showcase progress and drive customer engagement."
Continuously Gather Feedback and Iterate: Onboarding is an iterative process. Actively seek feedback from customers and leverage their insights to refine and improve your onboarding experience.
"Feedback is gold. Embrace a culture of learning and adapt your onboarding strategy based on customer input."
"Onboarding Matters" is a game-changing resource that emphasizes the importance of creating exceptional onboarding experiences.
So, revitalize your onboarding approach, and witness the profound impact it can have on customer success and loyalty. Grab your copy now.
9. The Virtual CEO: How to Run Any Business on Autopilot from Anywhere Using Artificial Intelligence
Are you ready to boost your business using the power of artificial intelligence?
"The Virtual CEO: How to Run Any Business on Autopilot from Anywhere Using Artificial Intelligence" is your guide to the future of business.
Get Ready for Change
Imagine a business that almost runs itself, so you can focus on what matters most. Don't be scared of AI; it's a tool for growth and efficiency.
AI Made Simple
Learn how AI works, what it can and can't do, and how to use it in your business with confidence.
Step-by-Step Plan
Follow easy steps to use AI in all parts of your business - from customer service to finances. Find out how to save time and get more done.
Save Money
See how software can cut your costs. Use tools like the cloud, expense trackers, and outsourcing to make your business more efficient.
Work from Anywhere
Discover how to run your business from anywhere. Read stories of others who do it, and learn how to stay safe online.
"The Virtual CEO" is your guide to a better, smarter business.
Imagine running your business from anywhere and making it more successful. Your future as a virtual CEO is here – get The Virtual CEO now and start using AI in your business today!