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How do I buy and download an eBook?

Where there is an eBook version of a title available, you can buy it from the book details for that title. Add either the standalone eBook or the eBook and print book bundle to your shopping cart. Your eBook will show in your cart as a product on its own. After completing checkout and payment in the normal way, you will receive your receipt on the screen containing a link to a personalised PDF download file. This link will remain active for 30 days. You can download backup copies of the file by logging in to your account at any time.

If you already have Adobe reader installed, then clicking on the link will download and open the PDF file directly. If you don't, then save the PDF file on your machine and download the Reader to view it.

Please Note: Packt eBooks are non-returnable and non-refundable.

Packt eBook and Licensing When you buy an eBook from Packt Publishing, completing your purchase means you accept the terms of our licence agreement. Please read the full text of the agreement. In it we have tried to balance the need for the ebook to be usable for you the reader with our needs to protect the rights of us as Publishers and of our authors. In summary, the agreement says:

You may make copies of your eBook for your own use onto any machine
You may not pass copies of the eBook on to anyone else

How can I make a purchase on your website?

If you want to purchase a video course, eBook or Bundle (Print+eBook) please follow below steps:

Register on our website using your email address and the password.
Search for the title by name or ISBN using the search option.
Select the title you want to purchase.
Choose the format you wish to purchase the title in; if you order the Print Book, you get a free eBook copy of the same title.
Proceed with the checkout process (payment to be made using Credit Card, Debit Cart, or PayPal)

Where can I access support around an eBook?

If you experience a problem with using or installing Adobe Reader, the contact Adobe directly.
To view the errata for the book, see www.packtpub.com/support and view the pages for the title you have.
To view your account details or to download a new copy of the book go to www.packtpub.com/account
To contact us directly if a problem is not resolved, use www.packtpub.com/contact-us

What eBook formats do Packt support?

Our eBooks are currently available in a variety of formats such as PDF and ePubs. In the future, this may well change with trends and development in technology, but please note that our PDFs are not Adobe eBook Reader format, which has greater restrictions on security.

You will need to use Adobe Reader v9 or later in order to read Packt's PDF eBooks.

What are the benefits of eBooks?

You can get the information you need immediately
You can easily take them with you on a laptop
You can download them an unlimited number of times
You can print them out
They are copy-paste enabled
They are searchable
There is no password protection
They are lower price than print
They save resources and space

What is an eBook?

Packt eBooks are a complete electronic version of the print edition, available in PDF and ePub formats. Every piece of content down to the page numbering is the same. Because we save the costs of printing and shipping the book to you, we are able to offer eBooks at a lower cost than print editions.

When you have purchased an eBook, simply login to your account and click on the link in Your Download Area. We recommend you saving the file to your hard drive before opening it.

For optimal viewing of our eBooks, we recommend you download and install the free Adobe Reader version 9.

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Sandra Jun 15, 2024

This is a very interesting and well-written book for CSMs of all levels, and even for those who are not very seasoned in the topic, but want to get a solid introduction into the world of customer success management. The book provides some very detailed and concrete examples to solidify the concepts being presented in each chapter. I especially found the chapter regarding "Soft skills of exceptional CSMs" to be very insightful, for those who are looking to be a successful CSM.While this is not exactly my area of expertise, I still thoroughly enjoyed reading this book, and was able to gain some valuable insights into the world of customer success management. A great book for those who, like myself, aren't too versed in the topic, but want to learn more without getting too overwhelmed.

Amazon Verified review

Mike Knudtsen Jun 14, 2024

"Mastering Customer Success" is a thorough and informative resource, invaluable for both new and experienced Customer Success Managers. As someone three months into a new CS role, I found the crisis management section particularly timely and relevant. The techniques for leveraging data are also helpful, though the rapid pace of change in the field means a follow-up edition would be welcome.Whether you're new to Customer Success, a seasoned professional, or considering a career pivot, this book is a value-add read. It provides actionable insights and practical strategies for navigating the complexities of the customer journey and achieving success in this dynamic field. As someone who has followed Peter and Jeff on social media for years, this book lived up to my expectations!

ACravens Jul 16, 2024

The perfect CS book doesn’t exi….. wait…It does now. Authors Jeff Mar and Peter Armaly have struck the perfect balance between the art and science of Customer Success.I highly recommend this book to be used as a manual for all experience levels of Customer Success and anyone in the Success-sphere. This book contains many years of wisdom from two industry experts presented in a relatable and compelling manner. Perfect level of detail for those just getting started AND those who are more experienced.If you’re looking for easy to digest, real-world expertise woven into a beautiful blueprint for success, this is the book you need!

Ignatius Jul 30, 2024

"Mastering Customer Success" is a must-read for anyone involved in customer success, whether you're just starting out or are an experienced professional looking to refine your skills. This eBook delivers knowledge in a clear and actionable format. As someone who has been in customer success for 9+ years, this book has actionable insights that can be made from the beginning making it an invaluable resource for driving customer satisfaction and business growth.

JasonC Jul 22, 2024

Great read! "Mastering Customer Success" provides so many nuggets of information to build a solid foundation as a CSM! The section " Strategies for Effective Book of Business Management" was particulary helpful as I evaluated my book of business. The book is well written and I took away many valuable insights that I'll begin to use in my role. Highly recommend to anyone in Customer Success!

Mastering Customer Success: Discover tactics to decrease churn and expand revenue

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