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👉 Here's what CS, CX, and industry experts say about my book:
"This book [The Service-Based Paradigm] is a guide for how to move from providing reactive customer support to proactive customer value. One key takeaway is to involve your customers in their success! Surprisingly, many organizations don’t do this today.
Are you working for one of them? Find out how to shift this mindset, among others, in this excellent read."
📗 Mary Poppen, Chief Customer Officer at Glint, a LinkedIn company
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"The Service-Based Paradigm" by Vincent Manlapaz struck me as inspirational in the first few chapters.
His "Mindset" heuristic features INTENTION (the impact of the brand efforts), which marketers typically overlook to define their customer success programs.
This ties into the Communication Gap (outlined further in the book). If marketers spent time understanding intention and how to close the communication gap with their customers, it would be a win/win.
Lots of data and references in this book to make it a must-have for your virtual bookshelf."
📗 Jeanne Hopkins, Chief Revenue Officer at SquadLocker
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"Vincent's new book "Rediscovering Customer Success" touches on all the key aspects needed to become a company that truly values its customers and gives them a voice. He lays out the paths and steps you need to take to ensure companies are aligning with their customers and meeting their business objectives and goals.
The book is a must-read for CEO, COOs, CROs, and CS Leaders in a SaaS organization that wants to move to the next level or start on the right path. It is a clear justification for the value and need for a solid Customer Success Organization in companies with a recurring revenue model."
📗 Kim Oslob, Sr. Director of Customer Engagement at MeasuringU
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💻 Link to the books I wrote: https://www.amazon.com/author/vincentmanlapaz