The Seven Pillars of Customer Success
A Proven Framework to Drive Impactful Client Outcomes for Your Company
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Narrado por:
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Nick Hardcastle
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De:
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Wayne McCulloch
Acerca de esta escucha
As a customer success leader, whose insight do you rely on for success?
Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust?
Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you’ll learn about detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective — this book provides both, and more.
©2021 Wayne McCulloch (P)2021 Wayne McCullochLos oyentes también disfrutaron...
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Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. Sales strategist Jill Konrath tells you how to overcome obstacles, get more appointments, speed up decisions, and win sales with today's short-fused, frazzled customers.
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3 out of 5 stars
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OK sales book with some good take aways
- De Glenn en 05-22-11
De: Jill Konrath
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Inbound Selling
- How to Change the Way You Sell to Match How People Buy
- De: Brian Signorelli
- Narrado por: Kevin Stillwell
- Duración: 7 h y 14 m
- Versión completa
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General4.5 out of 5 stars 48
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Narración:4.5 out of 5 stars 41
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Historia4.5 out of 5 stars 41
Over the past decade, Inbound Marketing has changed the way companies earn buyers’ trust and build their brands - through meaningful, helpful content. But with that change comes unprecedented access to information in a few quick keystrokes. Enter the age of the empowered buyer, one who no longer has to rely on a sales rep to research their challenges or learn more about how a company’s offering might fit their needs. Now, with more than 60 percent of purchasing decisions made in the absence of a sales rep, the role of the rep itself has been called into question.
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1 out of 5 stars
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Should be titled sales and sales management 101
- De James en 12-11-23
De: Brian Signorelli
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Scale
- Seven Proven Principles to Grow Your Business and Get Your Life Back
- De: Jeff Hoffman, David Finkel
- Narrado por: David Finkel
- Duración: 7 h y 14 m
- Versión completa
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General4.5 out of 5 stars 217
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Narración:4.5 out of 5 stars 190
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Historia4.5 out of 5 stars 188
Business owners want growth but fear it will take over their lives. Surprisingly, the only way to truly grow your company is to reduce its reliance on you - to scale. Jeff Hoffman and David Finkel offer a blueprint to rapidly grow your business while also gaining more freedom. Based on their own experiences starting, scaling, and effectively exiting from multiple successful companies, they provide seven clear principles that will help you determine the best strategy for growth in your company.
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5 out of 5 stars
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All stuff no fluff
- De Jonathan Bonanno en 05-25-21
De: Jeff Hoffman, y otros
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Shortcut Your Startup
- Speed Up Success with Unconventional Advice from the Trenches
- De: Carter Reum, Courtney Reum
- Narrado por: Carter Reum
- Duración: 6 h y 55 m
- Versión completa
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General4.5 out of 5 stars 91
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Narración:4.5 out of 5 stars 81
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Historia4.5 out of 5 stars 79
Courtney and Carter Reum have years of experience in the field, from investing in over 130 companies, including Lyft, Pinterest, Warby Parker, and ClassPass, to driving the success of their own liquor brand, VEEV Spirits. The Reum brothers have learned from every triumph and tribulation and over the years have developed an effective and easy-to-understand guide to help entrepreneurs through the startup journey from inception to sale.
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5 out of 5 stars
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A must read for start ups
- De Dave en 02-09-18
De: Carter Reum, y otros
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- De: Nicholas J. Webb
- Narrado por: James Foster
- Duración: 7 h y 1 m
- Versión completa
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General4.5 out of 5 stars 177
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Narración:4.5 out of 5 stars 162
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Historia4.5 out of 5 stars 161
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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5 out of 5 stars
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Must read if you are looking for a way to improve your business
- De Anonymous User en 05-06-20
De: Nicholas J. Webb
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The Commitment Engine
- Making Work Worth It
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 6 h y 17 m
- Versión completa
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General4.5 out of 5 stars 36
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Narración:4.5 out of 5 stars 28
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Historia4.5 out of 5 stars 28
The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
De: John Jantsch
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The Zappos Experience
- 5 Principles to Inspire, Engage, and Wow
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 32 m
- Versión completa
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General4.5 out of 5 stars 58
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Narración:4.5 out of 5 stars 48
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Historia4.5 out of 5 stars 48
The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.
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2 out of 5 stars
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Brand propaganda
- De MR A G ADELAAR en 05-22-15
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Designing for Growth
- A Design Thinking Tool Kit for Managers
- De: Jeanne Liedtka, Tim Ogilvie
- Narrado por: Nicol Zanzarella
- Duración: 6 h y 35 m
- Versión completa
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General4 out of 5 stars 104
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Narración:4 out of 5 stars 87
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Historia4 out of 5 stars 86
Jeanne Liedtka and Tim Ogilvie educate listeners on one of the hottest trends in business development: "design thinking", or the ability to turn abstract ideas into practical applications for maximal business growth. Jeanne Liedtka's recent book, The Catalyst: How YOU Can Lead Extraordinary Growth, was named a Top Innovation and Design Thinking Book by Business Week. Tim Ogilvie has been hailed as a visionary for his pioneering contributions to service innovation, business model innovation, and customer experience design.
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4 out of 5 stars
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Audiobook requires regular book
- De GoingGoingGone... en 07-01-18
De: Jeanne Liedtka, y otros
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Think Like Amazon
- 50 1/2 Ideas to Become a Digital Leader
- De: John Rossman
- Narrado por: Jeff Cummings, John Rossman
- Duración: 9 h y 10 m
- Versión completa
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General4.5 out of 5 stars 224
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Narración:4.5 out of 5 stars 189
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Historia4.5 out of 5 stars 189
“What would Jeff do?” Since leaving Amazon to advise start-ups and corporations, John Rossman has been asked this question countless times by executives who want to know “the secret” behind Amazon’s historic success. In this step-by-step guide, he provides 50½ answers drawn from his experience as an Amazon executive - and shows today’s business leaders how to think like Amazon, strategize like Bezos, and beat the competition like nobody’s business.
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5 out of 5 stars
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A must read if you really want to innovate like Amazon
- De Npino en 05-19-19
De: John Rossman
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General4.5 out of 5 stars 110
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Narración:4.5 out of 5 stars 89
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Historia4.5 out of 5 stars 88
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Company of One
- Why Staying Small Is the Next Big Thing for Business
- De: Paul Jarvis
- Narrado por: Paul Jarvis
- Duración: 7 h y 32 m
- Versión completa
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General4.5 out of 5 stars 1,222
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Narración:4.5 out of 5 stars 1,027
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Historia4.5 out of 5 stars 1,019
Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
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2 out of 5 stars
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Starts out strong...
- De Oliver Nielsen en 05-02-20
De: Paul Jarvis
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Duct Tape Selling
- Think Like a Marketer - Sell Like a Superstar
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 7 h y 53 m
- Versión completa
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General4 out of 5 stars 39
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Narración:4.5 out of 5 stars 35
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Historia4 out of 5 stars 34
Many of the areas that salespeople struggle with these days have long been the domain of marketers, according to best-selling author John Jantsch. The traditional business model dictates that marketers own the message while sellers own the relationships. But now, Jantsch flips the usual sales approach on its head. It's no longer enough to view a salesperson's job as closing. Today's superstars must attract, teach, convert, serve, and measure while developing a personal brand that stands for trust and expertise.
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3 out of 5 stars
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not quite for audible
- De Andrea en 05-08-16
De: John Jantsch
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The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- De: Sean Ammirati, Richard Florida - foreword
- Narrado por: Fajer Al-Kaisi
- Duración: 6 h y 57 m
- Versión completa
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General4 out of 5 stars 112
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Narración:4.5 out of 5 stars 95
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Historia4 out of 5 stars 95
The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
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5 out of 5 stars
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Awesome book
- De Josh en 04-29-16
De: Sean Ammirati, y otros
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Process!
- How Discipline and Consistency Will Set You and Your Business Free
- De: Mike Paton, Lisa González
- Narrado por: Mike Paton
- Duración: 4 h y 4 m
- Versión completa
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General4.5 out of 5 stars 80
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Narración:4.5 out of 5 stars 67
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Historia4.5 out of 5 stars 67
It's when you're stuck in the day-to-day, putting out fires and cleaning up messes, that passion turns to frustration. Freedom seems somewhere between elusive and impossible. The secret to getting unstuck is process. This inspiring, informative field guide will prove it's possible to establish rigor and discipline for process while also increasing creativity, flexibility, and innovation. Process! will help you identify a handful of core processes that make your business uniquely valuable.
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1 out of 5 stars
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Missing Chapter Five
- De Will Thomas en 12-12-22
De: Mike Paton, y otros
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Driving Digital
- The Leader's Guide to Business Transformation Through Technology
- De: Isaac Sacolick
- Narrado por: Tom Parks
- Duración: 10 h y 13 m
- Versión completa
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General4 out of 5 stars 43
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Narración:4.5 out of 5 stars 37
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Historia4 out of 5 stars 35
The race is on to become a digital enterprise. Every organization has a plan for updating products, technologies, and business processes. But that's not enough anymore. With disruptive startups outperforming industry stalwarts, executives everywhere are pushing greater growth and innovation. Staying competitive demands a complete digital transformation.
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5 out of 5 stars
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Best book I have read on Digital Transformation
- De Holistic Health en 10-20-17
De: Isaac Sacolick
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Solving Problems with Design Thinking
- Ten Stories of What Works
- De: Jeanne Liedtka, Andrew King, Kevin Bennett
- Narrado por: Dina Pearlman
- Duración: 7 h y 19 m
- Versión completa
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General4 out of 5 stars 92
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Narración:4 out of 5 stars 80
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Historia4 out of 5 stars 81
Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details 10 real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations.
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5 out of 5 stars
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Excellent book for design thinkers
- De Amazon Customer en 11-16-16
De: Jeanne Liedtka, y otros
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Clarity First
- How Smart Leaders and Organizations Achieve Outstanding Performance
- De: Karen Martin
- Narrado por: Karen Martin
- Duración: 8 h y 25 m
- Versión completa
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General4.5 out of 5 stars 68
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Narración:4 out of 5 stars 55
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Historia4 out of 5 stars 54
Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way.
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1 out of 5 stars
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Not for me - dislike narrator's voice +
- De sharing1 en 10-11-19
De: Karen Martin
-
Combo Prospecting
- The Powerful One-Two Punch That Fills Your Pipeline and Wins Sales
- De: Tony J. Hughes
- Narrado por: Simon Mattacks
- Duración: 8 h y 6 m
- Versión completa
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General4.5 out of 5 stars 144
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Narración:4.5 out of 5 stars 117
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Historia4.5 out of 5 stars 116
How do you break through to impossible-to-reach executive buyers who are intent on blocking out the noise that confronts them every day? Old-school prospecting tactics or new-school techniques alone won't provide the answers. But Combo Prospecting will...by showing how to combine time-tested sales processes with cutting-edge social media strategies and clever technology hacks.
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5 out of 5 stars
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Excellent Book
- De Amazon Customer en 04-04-18
De: Tony J. Hughes
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Narración:4.5 out of 5 stars 188
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Historia4.5 out of 5 stars 187
In this audiobook, you'll learn a structured and sustainable approach to continuous discovery that will help you answer each of these questions, giving you the confidence to act while also preparing you to be wrong. You'll learn to balance action with doubt so that you can get started without being blindsided by what you don't get right. If you want to discover products that customers love—that also deliver business results—this audiobook is for you.
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4 out of 5 stars
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The title is confusing. Great content inside.
- De Ken Wells en 09-25-22
De: Teresa Torres
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
- Narrado por: Roger Wayne
- Duración: 5 h y 41 m
- Versión completa
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General4.5 out of 5 stars 26
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Narración:5 out of 5 stars 22
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Historia4.5 out of 5 stars 22
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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5 out of 5 stars
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A GOOD QUICK OVERVIEW OF SERVICE MANAGEMENT THEORY
- De Shane K. en 05-14-24
De: Jeff Toister
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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- De: Joey Coleman
- Narrado por: Joey Coleman
- Duración: 9 h y 28 m
- Versión completa
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General4.5 out of 5 stars 805
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Narración:5 out of 5 stars 695
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Historia4.5 out of 5 stars 694
Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership.
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1 out of 5 stars
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Message tainted by using shady biz as examples
- De Amazon Customer en 04-25-19
De: Joey Coleman
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Transformed
- Moving to the Product Operating Model
- De: Marty Cagan
- Narrado por: Marty Cagan
- Duración: 10 h y 9 m
- Versión completa
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General4.5 out of 5 stars 80
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Narración:4.5 out of 5 stars 74
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Historia4.5 out of 5 stars 74
Transformed: Moving to the Product Operating Model was written to bridge the gap between where most companies are right now and where they need to be. The leaders of these companies know they must transform to compete in an era of rapidly changing enabling technology, but most of them have never operated this way before.
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5 out of 5 stars
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The answer I’ve been looking for!
- De Patrick en 01-05-25
De: Marty Cagan
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Inspired
- How to Create Tech Products Customers Love, Second Edition
- De: Marty Cagan
- Narrado por: Marty Cagan
- Duración: 7 h y 45 m
- Versión completa
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General4.5 out of 5 stars 2,702
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Narración:4.5 out of 5 stars 2,202
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Historia4.5 out of 5 stars 2,176
How do today's most successful tech companies - Amazon, Google, Facebook, Netflix, Tesla - design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently from the vast majority of tech companies. In Inspired, technology product management thought leader Marty Cagan provides listeners with a master class in how to structure and staff a vibrant and successful product organization and how to discover and deliver technology products that your customers will love.
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4 out of 5 stars
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Great book, terrible audio wanted to ask a refund
- De Srikanth Ramanujam en 11-15-18
De: Marty Cagan
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Company of One
- Why Staying Small Is the Next Big Thing for Business
- De: Paul Jarvis
- Narrado por: Paul Jarvis
- Duración: 7 h y 32 m
- Versión completa
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General4.5 out of 5 stars 1,222
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Narración:4.5 out of 5 stars 1,027
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Historia4.5 out of 5 stars 1,019
Paul Jarvis left the corporate world when he realized that working in a high-pressure, high profile world was not his idea of success. In Company of One, Jarvis explains how you can find the right pathway to do the same, including planning how to set up your shop, determining your desired revenues, dealing with unexpected crises, keeping your key clients happy, and of course, doing all of this on your own. Company of One is a refreshingly new approach centered on staying small and avoiding growth, for any size business.
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2 out of 5 stars
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Starts out strong...
- De Oliver Nielsen en 05-02-20
De: Paul Jarvis
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Pitch Anything
- An Innovative Method for Presenting, Persuading, and Winning the Deal
- De: Oren Klaff
- Narrado por: Stephen Bowlby
- Duración: 6 h y 14 m
- Versión completa
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General5 out of 5 stars 461
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Narración:5 out of 5 stars 389
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Historia5 out of 5 stars 385
When it comes to delivering a pitch, Oren Klaff has unparalleled credentials. Over the past 13 years, he has used his one-of-a-kind method to raise more than $400 million—and now, for the first time, he describes his formula to help you deliver a winning pitch in any business situation. Whether you're selling ideas to investors, pitching a client for new business, or even negotiating for a higher salary, Pitch Anything will transform the way you position your ideas.
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3 out of 5 stars
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the theory is there, but the stories miss
- De Mike Pistentis en 10-29-23
De: Oren Klaff
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Measure What Matters
- How Google, Bono, and the Gates Foundation Rock the World with OKRs
- De: John Doerr, Larry Page - foreword
- Narrado por: John Doerr, full cast, Julia Collins, y otros
- Duración: 7 h y 56 m
- Versión completa
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General4.5 out of 5 stars 6,686
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Narración:4.5 out of 5 stars 5,606
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Historia4.5 out of 5 stars 5,569
In Measure What Matters, Doerr shares a broad range of first-person, behind-the-scenes case studies, with narrators including Bono and Bill Gates, to demonstrate the focus, agility, and explosive growth that the Objectives and Key Results system has spurred at so many great organizations. This book will help a new generation of leaders capture the same magic.
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3 out of 5 stars
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Last chapter covers what matters most
- De Dan Richards en 06-08-18
De: John Doerr, y otros
Lo que los oyentes dicen sobre The Seven Pillars of Customer Success
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- KARLIS
- 12-14-23
Easy to apply immediately
I loved it. It made sense when you’re actually working as a CSM on a daily basis.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Anonymous User
- 05-12-23
Great for customer success
So many takeaways and tons of actionable insights for anyone in the customer success world.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Juliana
- 08-02-23
Amazing learning resource
I’ve been a CSM for 2 years now and I wish I had read this book earlier.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- S. Riedel
- 04-27-22
Amust-read for every Customer Success leader
Customer Success is an organizational imperative. When delegated to a departmental function, Customer Success ends up being a catch-all for the shortcomings of the rest of the company and ironically is rarely about the customer and even less about their success.
Wayne does an excellent job at laying out the case for Customer Success as a philosophy and not just a departmental function. There is a ton practical information that a Customer Success leader can operationalize immediately.
The 7 1/2 pillars of Customer Success should be the outline for every Customer Success organization.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- livinglikelauren
- 12-22-23
WOW - Actionable Steps
I really loved this book. The way that it is laid out is perfect and it’s easy to apply to the company in which you work at. It evokes thinking about things differently which is exactly what is needed
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