The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success
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About the Author
Generation 3 Customer Success is documented common sense--and it makes sense. It can be implemented simply or can be the foundation to drive a deep customer success culture.
Ronnie Altit, Chief Executive Officer, Insentra Group
Paul has managed to distil much of what we now think we know about customer success and how critical it is to vendor success. This should be required learning for aspiring sales leaders so they can deliver better outcomes.
Mark Pretty, Managing Partner Global Technology, Odgers Berndtson
Subscription pricing and recurring revenue are changing the technology landscape. The power has moved back to customers. If customers don't feel successful, the vendor's revenue suffers. Paul shows vendors how to turn this change to their advantage.
Matthew Michalewicz, CEO, Complexica
Customer success outcomes are proven and easy to implement. We've used the approach (with a different name) for five-plus years, with great financial results (highest services profitability ever) and high customer satisfaction.
Peace Chen, VP Asia Pacific Services, QAD
This is a timely book that illustrates how a customer's success is intrinsic to a vendor's success. Paul unpacks a best-practice framework for achieving benefit in an evolving field.
Daniel Pettman, CIO, BaptistCare
I had the privilege of working with Paul for five years, during which the program outlined in the book was employed. This business-results and outcomes-based customer engagement approach echoes very well with both existing and new customers.
Jay Cao, VP Greater China, QAD
Paul has done a great job highlighting a major shift in IT vendors' behaviour to drive for success outcomes. He's documented this in a recognisable, straight-forward and pragmatic framework. It's a must-read for IT executives.
Stefan de Haar, SVP Asia Pacific, QAD
Customer Success is an emerging concept, but many companies have made the connection it is essential to survive and thrive. This book will help those who want to understand how customer success and customer outcomes work, and people seeking practical guidance on how to implement successfully.
Tanya Graham, CDO, Australian government agency