With the right customer success strategy, when your customers win, you win! In this guide, world-renowned customer success expert Amir Hartman and Oracle Chief Customer Officer Jeb Dasteel give you a clear, focused, usable roadmap for developing and executing acustomer success strategy capable of delivering immense return on investment.
Everyone talks about customer focus these days, but achieving it requires you to go far beyond “customer advocacy”: you must bring your customer's perspective into every aspect of your business strategy, with a relentless focus on helping customers achieve measurable business outcomes. This doesn't just happen. It requires a comprehensive, tested blueprint that integrates all facets of customer-centricity, from lead to revenue to retention: the blueprint you'll find inCompeting for Customers .
Using new examples from great companies like Oracle, Cisco, FedEx, P&G, and Deutsche Bank, Hartman and Dasteel identify a foundation of unifying principles and tactics that consistentlywork. Next, they guide you through every step of planning and execution, supporting you with clear tools and templates based in real organizational practice.
The best way to reap long-term profits is to embed your customers' success throughout your own corporate DNA. That's what the world's best companies do. If you're an executive, entrepreneur, consultant, strategist, or marketer,Competing for Customers will help you do it, too -- right where you are, right now.
AMIR HARTMAN (Austin, TX Area), a leading authority on corporate and technology transformations, is an international bestselling author and advisor to leading global businesses. He is Founder and Managing Director of the Mainstay Company, which specializes in helping leading B2B companies engineer customer success. As a faculty member at Columbia’s Graduate School of Business, Berkeley’s Haas School of Business, and Harvard Business School Interactive, he has taught innovation and technology management to hundreds of senior business leaders. A frequent speaker at executive forums, his highly-influential books includeRuthless Execution: How Business Leaders Manage through Turbulent Times.
JEB DASTEEL (San Diego, CA Area), Senior Vice President and Chief Customer Officer at Oracle, is responsible for driving customer focus throughout all aspects of the Oracle business. He serves as a customer advocate and works with the Oracle organization to develop and deliver customer programs that increase retention, value delivered, satisfaction, and loyalty. He has been with Oracle for 16 years in multiple corporate and field-based roles. Previously, he worked as an IT strategy and business consultant at Gemini Consulting, helping FortuneR 500 organizations define and implement IT strategies that supported their business objectives.
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