Control Your Customer: A Guidebook for Customer Success Managers Paperback – November 28, 2022

An easy read packed with incredible insights. You don't have to reinvent the wheel when you can learn from the experiences and knowledge-share within the pages of "Control your Customer." It's not just a high-level overview of Customer Success, it dives into the strategies, tactics, and programmatic methodologies needed to build a scaleable approach to your retention and expansion within your install base. This is a must-have for any serious account-focused individual.ABV - Always Bring Value - and this book does so in spades.

This book should be a must-read for all CSMs esp those managing Enterprise/large ARR accounts. Damien’s real-world experience shines through in this book full of practical and useful advice. I’ll be buying copies for my team and updating our CSM training.

This is an enjoyable read that took 2 hours on a plane ride home from Baltimore to Dallas. I highlighted several areas of the book that raised questions for myself and my colleagues moving forward. The real world examples were excellent and made the material much easier to understand than just defining a theory and the desired outcome. Don't worry about whether or not you're a Customer Success Manager. This book was easy to understand and can be applied across an organization for alignment.

In "Control Your Customer," Damien Howley provides an insightful guide for anyone looking to enhance their approach to customer success and improve the way clients are managed within a company. The book offers a comprehensive roadmap for increasing customer engagement, fostering customer loyalty, and boosting profits. Howley delves into a range of topics, including understanding customer motivation, turning customer relations into relationships, and utilizing metrics to measure customer satisfaction. Each topic is presented in an easy-to-understand manner with relevant examples and actionable strategies. The book is a must-read for anyone in the business field, as it is both raw and authentic, providing valuable advice and tactics for achieving customer success.

As a Senior CSM this book has valuable insights, conversation starters and best practices to help understand your customers and their business. After reading this book I was immediately able to apply key learnings to the work that I do every day, which in turn has helped me build depth in my customer relationships.Not only is this book easy to read (I finished it both times in one day) but it’s super relatable and easy to digest.Damien gives real life examples and has some really great open ended questions that I continue to refer back to.I highly recommend this for CSMs at every level!

Ouch! I just lost a five-figure commission. Page 4 of this book showed me why. "You should not ever make this mistake," the author writes. Well, I did, and if only I'd read this book five weeks earlier, I could have avoided this painful failure.And OMG, how many times have I made this mistake before?Control Your Customer is a no-nonsense, no-fluff practitioner's guide to Customer Success and Client Account Management. In it, Damien Howley presents seven clear, succinct principles and 19 actionable, trainable tactics.I'll retain and grow more clients because I'm practicing what Damien lays out in the Tactics Guide found at the end of the book.Stop losing customers, deals, and bonuses--read this book and change your habits.

Control Your Customer by Damien Howley is an incredibly valuable resource for building and maintaining strong customer relationships. The book's central premise - that every contact with a customer is an opportunity to gain or lose control of the relationship - is an important concept that is expertly explored and explained by the author. Overall, I would give this book a five-star review for its foundational and insightful advice on customer success.

As a leader of a CS team, I am so glad I found this book. It speaks directly to the CSM, making it a great resource they can refer back to time and time again. It provides the blueprint of how to be a great CSM, providing best practices, de-escalation and objection handling tactics, and overall communication strategies. I highly recommend reading Control Your Customer, as well as sharing it with anyone looking to hone their CS skills.