The SaaS Sales Method for Customer Success & Account Managers ^{5th Ed.}

Customer Success Managers and Account Managers are the newest addition to the sales team, whether they and their organizations know it or not. Building on the ideas in The SaaS Sales Method, which discusses how fundamental sales skills must be applied by every customer-facing employee, The SaaS Sales Method for Customer Success & Account Managers: How to Grow Customers goes deep on the fundamental skills of CSMs and Account Managers. It also goes beyond, to discussing in detail how CSMs and AMs must interact with other sales teams in order to truly maintain an consistent customer experience and maximize revenues from existing customers.

• Customer Success: Growing the Business Together

1. Onboarding
1. Handoff
2. Onboarding
2. Use
1. Achieving First Value
2. Usage and Recurring Value
3. Customer Contact Cadence
4. Customer Health Score
5. Handling Frustration — The Golden Sequence
3. Expansion
1. Blueprint of an Impact Review
2. Account Management
3. Organizational Selling

• Conclusion
• Summary: Key Charts

Nothing obviously wrong with this book, except that it is extremely shallow.

It has some value, but you probably wont miss it if you don't read it.