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Farm Don't Hunt: The Definitive Guide to Customer Success Paperback – February 21, 2016

by Guy Nirpaz (Author), Fernando Pizarro (Author)

4.4 226 ratings

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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.

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Editorial Reviews

About the Author

Guy loves people, and technology and has dedicated his career to improving the way in which people do business. Prior to starting Totango he worked in the space of real-time big data as EVP of Engineering at GigaSpaces, and Chief Architect at Mercury. Fun Fact: Guy moonlights as a lead guitarist in a rock band based out of his garage in Palo Alto.

Product details

Publisher ‏ : ‎ Guy Nirpaz (February 21, 2016)
Language ‏ : ‎ English
Paperback ‏ : ‎ 140 pages
ISBN-10 ‏ : ‎ 0692620931
ISBN-13 ‏ : ‎ 978-0692620939
Item Weight ‏ : ‎ 7 ounces
Dimensions ‏ : ‎ 6 x 0.32 x 9 inches

Best Sellers Rank: #683,436 in Books (See Top 100 in Books)
- #366 in Management Science

Customer Reviews:
4.4 226 ratings

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Fernando Pizarro
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Though my family is from the Bay Area I grew up everywhere but here - from Senegal to El Salvador, Egypt to Chile. I've traveled the world but this place and the hyperinnovation that happens here finally pulled me back. After a successful career as an entrepreneur and tech executive I have taken to writing about the impact of technology on business, society, and the greater world.
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Guy Nirpaz
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Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation.
Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges.
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Customer reviews

4.4 out of 5

226 global ratings

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Tonia Emanuel

Solid Book

Reviewed in the United States on May 18, 2023

Verified Purchase

It is well structured and a worthy read for those managing clients and portfolio. I found a good amount of useful information.

Helpful

Jonathan Hsu

Good beginning primer

Reviewed in the United States on September 10, 2018

Verified Purchase

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.

2 people found this helpful

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Riki from Japan

Easy to read

Reviewed in the United States on July 27, 2020

Verified Purchase

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.

One person found this helpful

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Matthew Brundage

Good for the basics, seems incomplete and rushed.

Reviewed in the United States on July 10, 2018

Verified Purchase

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.

7 people found this helpful

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Amazon Customer

Great guidance for implementing a SaaS CSM model

Reviewed in the United States on June 27, 2016

Verified Purchase

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!

One person found this helpful

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GDC

Great read!

Reviewed in the United States on April 17, 2017

Verified Purchase

Very insightful and have found tremendous value in the insights. Love the stats on cost to renew and cost to upsell.

Helpful

Stefan Nordbruch

Great Intro into the field

Reviewed in the United States on April 17, 2017

Verified Purchase

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.

One person found this helpful

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Justin Ceaser

Informative, concise and direct.

Reviewed in the United States on November 18, 2019

Verified Purchase

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.

One person found this helpful

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Alex Martinez

Comprehensive introduction to Customer Success

Reviewed in Spain on May 19, 2023

Verified Purchase

This book is great as an introduction to the key concepts around Customer Success and the idea of “farming”. It covers many areas, with examples and suggested metrics. It is not an in depth analysis of the topic, but that is also the reason why it’s helicopter view works so well. If you’re new to the topic, or even experienced but looking for a simple refresher, this book is an excellent choice. It is very SaaS centric.

Client d'Amazon

Excellent et très opérationnel

Reviewed in France on July 22, 2020

Verified Purchase

Ce livre m'a énormément servi à appréhender le rôle de Customer Success Manager. Il fournit des informations très détaillées et des exemples qui sont immédiatement applicables à ce rôle.
Je lui reprocherais juste de ne pas parler des partenaires (ESN, ...) qui sont des acteurs très importants dans l'intégration des solutions chez les clients.

One person found this helpful

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AM

Basic knowledge with details - bookbinding poor

Reviewed in Germany on December 23, 2019

Verified Purchase

This book brings all important information about customer success in a very good conclusion.
Especially the metaphor of growing trees is very nicely done and guides thru the hole book.
I really recommend the book - some deep dive details are missing, but this is a definition guide.
Best for creating a customer success team.

What really bothers me was the poor book-binding done by Amazon books.
Mine fall apart as I started working with the book. The book is a book to work in so I anticipate to deliver higher quality.

Karim

Highly recommended for new CSMs

Reviewed in the United Kingdom on October 12, 2018

Verified Purchase

The book provides an excellent insight into the customer success profession journey and would be a crucial aid to all new CSMs as well as CSM aspirants, due to the holistic view and structured layout.