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a practical guide
for the customer success leader
book discussion and comments on facebook 
“A really practical handbook for anyone looking to be a leader in the space. Customer Success is something that is evolving really quickly, and this book is the right combination of simplicity and insight to understand it.”
"I have been saying for some time that Sales itself needs to move way down the funnel and focus on what happens after the customer signs on the dotted line.  But the question is how do you do that.  Well, what Farm Don't Hunt captures is how you do Customer Success.  A great resource for any Customer Success leader who is wondering what to”
Jacco Van Der Kooij, Winning By Design
"Farm Don’t Hunt is a working guidebook for every Sr Mgmt team and Customer Success executive.  What to do.  Why it matters,  How to measure it.  Action plans.  Baselines.  Success plays.  It’s an indispensable consultant-in-a-book that will be tapped many times through the first couple of years of your customer success journey."
Mikael Blaisdell, Executive director of the customer success association
who is Guy Nirpaz?

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community Contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation.

Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank well as having grown oranges.

Follow guy at @guynirpaz on twitter

full list of essays included in the book

   The Hunt for Customers
   A Change in the Customer Relationship

Customer Success – The Farming Paradigm
   Your Customers Are Like Trees
   Your Grove is Your Business
   Your Harvest is Your Revenue
   The Goal

The Customer Success Cycle (or, how your trees grow)

   The Customer Success Cycle
   The Customer Journey
   Where the Farming Metaphor Breaks Down

Managing Your Grove
   Customer Success is a Portfolio Management Exercise
   Customer Success vs. Pipeline Management
   Customer Success vs. Project Management
   Customer Success vs. Customer Support
   Focus on Drivers to influence Outcomes
   The Customer Success Scorecard
   (or, your grove report card)

Doing the Work
   Setting the Strategy
   The Tactics: Activities of a Customer Success Manager
   The Engagement Model:  Combining Activities Into Success
   Programs and Success Plays
   Putting It All Together
   The Importance of Incremental and Iterative Improvement
   When to Do What—Prioritizing the Stages
   Prioritizing Success Plays Within Stages
   About Planning and Predictability

   The Customer Onboarding Program
   Customer Onboarding Success Plays
   Trigger:  The customer is unable to use the product
   Trigger:  The customer is unhappy
   with the onboarding process
   Special Topic:  Customer Health Indicators

   Nurturing Success Program
   Feature Adoption Program
   Usage Reporting Program
   Periodic Business Review Program
   Customer Feedback Program
   Best Practice Sharing Program
   Nurturing Success Plays
   Trigger:  Account Suffers from a Drop in Utilization
   Trigger:  Users Affected by a Service Outage or SLA Breach
   Trigger:  A Key User Leaves the Company
   Trigger:  A Support Storm – Many Similar Cases Occur
   Case Study:  Do as I Say, Not as I Do!

   Harvesting Success Program
   Harvesting Success Plays
   Success Play:  Outbound Upsell/Cross-Sell Communication

   Saving Success Plays
   Trigger:  Too Many Escalations

Building the Team
   Customer Success Manager (CSM).
   Support Manager
   Education Manager – Training Manager
   Operations Manager
   Upsell/Renewals Manager
   Professional Services

Customer Success Relative to Other Business Functions
   Customer Support
   Special Topic:  The Need for Customer Marketing

Farming Tools
   The Limitations of CRM
   The Rise of Customer Success Tools