{ "item_title" : "The Service-Based Paradigm Mindset", "item_author" : [" Mary Poppen", "Vincent Manlapaz "], "item_description" : "Suppose you are looking for new ideas about transforming your CS organizations into a brand that customers think is right and appropriate for them. This book delves into understanding customers' behavior and how a service-based organization's mindset can position the brand value and relationship to meet customer needs. I share a new concept, which I call The Service-Based Paradigm MindsetThis framework will show you how to succeed and become a growing and profitable business with happy and loyal customers.------------------------------------------------------------------------------------------------Praise for the book, The Service-Based Paradigm Mindset-------------------------------------------------------------------------------------------------------------------------------------------------As a continuation of his first two books that assemble the puzzle of Customer Success transformation, Vincent captures the essence of the mindset shift that must occur for organizations to truly be customer-first. This book 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 own successSurprisingly, 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.-------------------------------------------------------------------------------------------------------------------------------------------------I have never read such a detailed breakdown of customers in any other Customer Success book, or you might more accurately call this a Business Success book. The keyword in Customer Success is Customer. Vincent uses a Service-Based Paradigm mindset to show you how to succeed and become a growing and profitable business with happy customers. There are also many layers that Vincent peels back on the customer's emotion, commitment, involvement, expectations, confidence, and more. He keeps it relevant to the current economics and pandemic we face as CS professionals and leaders today. This book will navigate how to change how you think, behave, and manage as a company in a Customer King's world.-Kim Oslob: Sr. Director of Customer Engagement at MeasuringU-------------------------------------------------------------------------------------------------------------------------------------------------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 into the book). If marketers spent time understanding intention and how to close the communication gap with their customers, it would definitely 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-------------------------------------------------------------------------------------------------------------------------------------------------", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/9/79/857/654/9798576540174_b.jpg", "price_data" : { "retail_price" : "23.00", "online_price" : "23.00", "our_price" : "23.00", "club_price" : "23.00", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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