Customer success by Nic Mahta

https://www.heavybit.com/library/video/orchestrating-effective-customer-success/

這演讲就是他新书的精華
其实中文书名翻的不好
他主讲是如何造就客戶成功、並非讲續訂
譯者似乎为了挂勾当下流行的订阅经济而译成订阅模式

confused translation.."不断监控客戶健康"? ~哈哈
correct.. 维持健康的客戶关系、
言外之意、注意客戶要跑了的指标

1.customer success is a top down , company wide committment

2. know how to sell to the right customer
作者用SaaS busines salesfoece 为例

3. the natural tendency for customers is toward churn
confused translation.. 客戶和賣家会自然而然越离越远
correct..客戶的自然傾向就是churn

4. customer expects success

5.measure and manage your customers

6. you cannt build loyalty thru personal relationship
靠个人关系作生意不能長久
要靠experience and outcome

7.product has to be priority

8.obssesively improve time to value
心繫改善客戶的时间价值
当業務簽完合约、想著可以放假开香槟
但客戶则开始计碼表计算这筆交易的价值

9.understand the details of churn and retention
早先的流失、也許可以教会我们、不必担心

10.become metrics driven