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Guy Nirpaz

Farm Don't Hunt: The Definitive Guide to Customer Success

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Description

Across entire verticals of the economy the new normal is the recurring revenue business. Charging customers on a monthly basis, firms with this model have to play by an entirely new set of rules, rules which generally favor the customer over the seller. But this new model also opens up fantastic opportunities to provide and extract more value from the relationship as well. To create that value business needs to move away from a hunting mindset to a farming mindset. That change is the new paradigm of Customer Success. Many business leaders have heard of Customer Success but few understand what it really means to run their business from the Customer Success standpoint. Even fewer have the experience to build the Customer Success function and optimize its performance. As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one of the earliest proponents of this business realignment. In “Farm Don’t Hunt” Guy breaks down the intellectual underpinnings of Customer Success as a theory and quickly moves to providing pragmatic, actionable advice for orienting your business around this new model. Read more

Publisher ‏ : ‎ Guy Nirpaz (February 21, 2016)


Language ‏ : ‎ English


Paperback ‏ : ‎ 140 pages


ISBN-10 ‏ : ‎ 0692620931


ISBN-13 ‏ : ‎ 39


Item Weight ‏ : ‎ 7.1 ounces


Dimensions ‏ : ‎ 6 x 0.32 x 9 inches


Best Sellers Rank: #672,354 in Books (See Top 100 in Books) #307 in Management Science


#307 in Management Science:


Customer Reviews: 4.4 4.4 out of 5 stars 234 ratings


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Top Amazon Reviews

    • Solid Book
It is well structured and a worthy read for those managing clients and portfolio. I found a good amount of useful information.
Reviewed in the United States on May 18, 2023 by Tonia Emanuel
    • Easy to read
This book is definitely handy for all individuals who try to understand Customer Success business. Me as a non native, his beautiful metaphors and clear grammatical structure helped me to read through.
Reviewed in the United States on July 27, 2020 by Riki from Japan
    • Great Intro into the field
I found the book an interesting read and great introduction into the field. With such a broad area, it doesn't go into a high degree of detail on specific tasks, however, it does provide a great overview of the end to end nature of the customer success team within the business - especially for people that have only been exposed to a subset of the roles and responsibilities in their previous positions. ... show more
Reviewed in the United States on April 17, 2017 by Stefan Nordbruch
    • Good for the basics, seems incomplete and rushed.
This book has some really good nuggets for anyone wanting to get an intro into customer success. It's an easy read that gets right to some basic ideas and delivers them in a way that's easy to digest, using scenarios and anecdotes. It's almost like several PowerPoint decks put into a book. I personally found some good items in here in looking for info on Customer Success coming from a Professional Services background. That being said, the book is short to the point of seeming rushed. There's lots of blank pages and reused graphics that make it seem like they needed to fill space to get it out the door. Also, the editor missed a lot of things before sending this to print. My takeaway, if you want a basic understanding of what a Customer Success organization is, this is for you. If you are actively involved in one or looking to start one up, this will not get you what you're looking for. ... show more
Reviewed in the United States on July 10, 2018 by Matthew Brundage
    • Great guidance for implementing a SaaS CSM model
CSM transcends SaaS business models and is equally relevant to on premise technology, although the latter is typically not addressed. This, imo, is because traditional procurement models in enterprises expect a different engagement model only because that's what they're tooled up for. That's not to say CSM isn't the solution nor that the practical guidance here can't be applied similarly, only that it's largely not discussed. This is probably commentary on the the state of CS more generally than the book. Regardless, great and effortless read. Thanks! ... show more
Reviewed in the United States on June 27, 2016 by James Brown
    • Informative, concise and direct.
A wealth of CS knowledge and wisdom is effectively distilled and deliver with little fluff in this excellent learning experience. Highly recommended for experienced CS professionals, as well as those beginning or transitioning into the field.
Reviewed in the United States on November 18, 2019 by Justin Ceaser
    • Great read!
Very insightful and have found tremendous value in the insights. Love the stats on cost to renew and cost to upsell.
Reviewed in the United States on April 17, 2017 by GDC
    • Good beginning primer
this book is a thorough introduction to the farm model for customer success. It's a quick read and offers some nice bullet points as checklists to guide beginning work. Consider this a gateway book to stir the pot mentally. You can then try to apply some of the concepts and find more comprehensive or detailed materials. ... show more
Reviewed in the United States on September 10, 2018 by Jonathan Hsu

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