Emotional Intelligence (EQ) shows up in Customer Success where it hurts most: renewals under pressure, escalations, and exec conversations.

This is a short list of 5 books that build the skill fast, plus a simple CS cheat sheet so you can apply each one on real customer calls.

The 5-minute CS cheat sheet

Use this section even if you never read a full chapter.

When a renewal turns tense

• First: lower threat (make it safe)

• Then: name the real outcome you are protecting (time, risk, credibility, ROI)

When an escalation gets emotional

• Validate emotion in one sentence

• Move to facts and the next step in one sentence

• Assign an owner and a timeline in writing

When you’re in front of execs

• Read what matters: confidence, doubt, defensiveness

• Keep the story tight: “Here’s what changed, here’s the risk, here’s what we’re doing, here’s what we need.”

One line you can use today (copy/paste):

“Before we solve, can I confirm what outcome you need protected right now?”

1. Emotional Intelligence: Why It Can Matter More Than IQ (Daniel Goleman)

This is the foundation. It explains why smart people still blow up relationships and how to stop emotional “hijacks” before they cost you trust.

Use this for (CS): high-stakes renewal calls, exec QBRs, internal alignment when teams are stressed.

Try this on your next call:

“I’m hearing frustration. Totally fair. Can we separate what happened from what we want next, so we can move fast?”

Key takeaways:

• Self-awareness and self-control are skills, not personality traits

• Emotions are signals; learn to read them early

• Empathy is a business advantage when the stakes are high

2. What Everybody Is Saying (Joe Navarro, with Marvin Karlins)

Most churn risk shows up before anyone says, “We might leave.” This book helps you spot discomfort, hesitation, and resistance earlier through nonverbal cues.

Use this for (CS): discovery calls, stakeholder mapping, “something feels off” QBRs.

Try this on your next call:

“I might be reading the room wrong. What part of this plan feels risky to you?”

Key takeaways:

• Observation beats assumptions

• Look for clusters of signals, not one gesture

• When you see discomfort, slow down and ask one clean question

3. The Untethered Soul: The Journey Beyond Yourself (Michael A. Singer)

CS is emotional labor. This book is about staying steady when your brain wants to spiral: blame, fear, defensiveness, urgency.

Use this for (CS): escalations, angry emails, internal politics, “this customer hates us” moments.

Try this on your next call:

Pause for 2 seconds before you respond.

Then say: “Got it. Let’s define the next step and the timeline.”

Key takeaways:

• You are not your first reaction

• Calm is a choice you can practice

• The goal is better decisions, not perfect feelings

4. Emotional Intelligence 2.0 (Travis Bradberry & Jean Greaves)

If you want practical exercises, this is the one. It breaks EQ into four skills and gives simple ways to improve each.

Use this for (CS): building a weekly habit, coaching CSMs, and improving stakeholder communication.

Try this this week (10 minutes):

After every call, write one line under each:

• What did they feel?

• What did they want?

• What did we commit to?

Key takeaways:

• EQ = self-awareness, self-management, social awareness, relationship management

• Small practice beats big intention

• Track patterns, not one-off moments

5. Crucial Conversations: Tools for Talking When Stakes Are High (Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler)

This is the “hard conversation” playbook. Perfect for renewal friction, pricing pressure, missed expectations, and exec tension.

Use this for (CS): renewal negotiations, scope resets, accountability, “we’re unhappy” calls.

Try this on your next call:

“What do you want for yourself, for your team, and for the partnership by the end of this quarter?”

Key takeaways:

• Make it safe before you make your point

• Separate facts from stories

• Ask questions that reveal the real constraint

If you only read one

Start with Crucial Conversations if you deal with tense renewals. Start with Emotional Intelligence 2.0 if you want a weekly practice.

What would you add?

Reply with your favorite EQ book and why. I’ll update the list and include your name.

Hakan | The CS Café

Footnotes

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• Sponsor The CS Café Newsletter and reach 4,300+ CS and revenue pros.

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• Need help? Let’s have a chat.

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They act as the bridge between a company and its customers, ensuring that clients are satisfied and achieving their desired outcomes with the company's products or services.

This career is highly desirable due to its focus on relationship-building, problem-solving, and strategic thinking, which are fundamental for business success.

This guide outlines the key steps to becoming a CSM, the essential skills required, and industry trends to watch.

Quick Summary

To become a Customer Success Manager:

1. Obtain relevant education,

2. Develop essential skills,

3. Gain customer-facing experience,

4. Understand CSM responsibilities,

5. Learn key tools and technologies,

6. Network and stay updated, and

7. Apply for CSM positions.

This guide will walk you through each step in detail, helping you launch your career in this growing field.

Why Pursue a Career as a Customer Success Manager?

• High Demand: With over 6,700 open positions in the US alone, the demand for CSMs is growing rapidly.

• Competitive Salaries: The average salary for a Customer Success Manager in the United States is approximately $124,179 per year, with the potential to earn between $105,353 and $146,935 depending on experience and location.

• Career Growth: This role offers significant opportunities for advancement, with many CSMs moving into senior management or executive positions.

Step-by-Step Guide to Becoming a Customer Success Manager

Step 1: Obtain Relevant Education

While not always required, a bachelor's degree can provide a strong foundation for a CSM career in fields such as:

• Business Administration

• Marketing

• Communications

• Psychology

Pro tip: Consider pursuing certifications like the Customer Success Manager Certification from SuccessHacker or the Certified Customer Success Manager (CCSM) from Success Chain to stand out.

Step 2: Develop Essential Skills

Top skills for Customer Success Managers include:

• Communication

• Empathy

• Problem-solving

• Data analysis

• Project management

• Strategic thinking

• Product knowledge

• Relationship building

Key focus: Hone your interpersonal skills and ability to understand customer needs.

Step 3: Gain Relevant Experience

Start building your experience in customer-facing roles such as:

• Customer support representative

• Account manager

• Sales representative

• Technical support specialist

Insider tip: Look for opportunities to work with SaaS companies or in industries with subscription-based models.

Step 4: Understand Key CSM Responsibilities

As a CSM, you'll be expected to:

• Onboard new customers

• Develop and maintain customer relationships

• Identify upsell and cross-sell opportunities

• Monitor customer health and satisfaction

• Analyze customer data and provide insights

• Collaborate with sales, product, and support teams

Remember: CSMs focus on long-term customer success, not just short-term problem-solving.

Step 5: Learn Essential Tools and Technologies

Familiarize yourself with:

• Customer Relationship Management (CRM) software (e.g., Salesforce)

• Customer Success platforms (e.g., Gainsight, Totango)

• Data analytics tools

• Project management software

Pro tip: Many of these tools offer free trials or certifications. Take advantage of these to boost your skills.

Step 6: Network and Stay Updated

• Join professional organizations like the Customer Success Association

• Attend industry conferences and webinars

• Follow thought leaders on social media

• Read industry blogs and publications

Bonus tip: Start building your personal brand by sharing insights on platforms like LinkedIn.

Step 7: Apply for CSM Positions

When you're ready:

• Tailor your resume to highlight relevant skills and experiences

• Craft a compelling cover letter showcasing your passion for customer success

• Prepare for interviews by practicing common CSM interview questions

• Be ready to discuss your approach to customer relationship management and problem-solving

Remember: Entry-level CSM roles can be a great starting point. Look for titles like "Associate CSM" or "Junior CSM".

Career Paths and Industry Trends in Customer Success

Customer Success offers diverse career paths with opportunities for both individual contributors and those aspiring to leadership roles.

Here are some common career progressions:

Individual Contributor Path:

• Customer Success Associate

• Customer Success Manager (CSM)

• Senior CSM

• Strategic CSM or Enterprise CSM

• Principal CSM

Management Path:

• Team Lead, Customer Success

• Manager, Customer Success

• Senior Manager, Customer Success

• Director of Customer Success

• VP of Customer Success

• Chief Customer Officer (CCO)

For more details on career progression, check out my Customer Success Career Guide.

Global Growth and Remote Opportunities

The Customer Success field is experiencing significant global growth, particularly in European cities.

According to recent data:

• Stockholm, Munich, and Paris have seen growth rates of over 9% year-over-year in CSM roles.

• The expansion of CSM positions in European cities is attributed to the rise of local tech companies and the growth of American tech companies in Europe.

Remote work has become increasingly prevalent in the Customer Success field.

The LinkedIn report highlights that:

• Many Customer Success positions can now be done remotely or from smaller cities.

• This trend provides opportunities for professionals seeking work-life balance and those interested in working for global companies without relocating.

Looking for remote Customer Success jobs in the USA? Subscribe to our Remote Customer Success Jobs Newsletter to get the latest and vetted remote job opportunities delivered to your inbox.

Industry Trends and Challenges

1. Revenue Focus: Customer Success teams are increasingly being aligned with revenue goals. There's a growing emphasis on quantifying and measuring the financial impact of CS activities on revenue retention and growth.

   Learn more about SaaS metrics and KPIs.

2. Value Demonstration: CSMs are expected to demonstrate quantitative value and ROI that resonates with financial decision-makers, especially when dealing with enterprise clients.

3. Specialization: There's a trend towards specialized roles within CS teams, such as renewal managers, onboarding specialists, and customer success operations roles.

4. AI and Automation: The integration of AI and automation tools is reshaping how CSMs work, potentially leading to more efficient management of lower ARR customers. Explore AI's impact on Customer Success.

5. Data-Driven Approach: There's an increased focus on leveraging data analytics to understand customer behavior and predict outcomes.

Challenges Facing CSMs

1. Economic Pressure: In the current economic climate, CSMs face increased pressure to retain cost-conscious clients who may be looking to cut expenses.

2. Proving Value: With CFOs and finance teams wielding significant influence over renewals, CSMs need to become adept at demonstrating quantitative value that aligns with financial metrics.

3. Adapting to Technology: As AI and automation become more prevalent, CSMs need to adapt their skills to work alongside these technologies effectively.

   Check out my guide on AI-powered Customer Success.

4. Balancing High-Touch and Low-Touch: CSMs must find ways to provide good experiences while optimizing resources, especially for SMB customers.

5. Cross-Functional Alignment: There's a growing need for CS teams to align more closely with other departments, particularly sales and product teams.

   Learn about CS and product teamwork tips.

For more insights on overcoming these challenges, read my article on Customer Success challenges and how to overcome them.

Want to Explore More?

Check out my book "How to Become a Customer Success Manager" and boost your career.

Why Choose My Book?

• Highly Recommended by Custify: One of the leading Customer Success Platforms.

• Career Growth: With over 6,700 open positions in the US alone, you'll open doors to exciting new opportunities.

• Essential Skills: Master the top 12 skills every Customer Success Manager needs for success.

• Insightful Content, No Fluff: Learn about the importance of Customer Success, overcome challenges, understand metrics for success, and explore the future of the CS profession.

• Bonus Resources: Gain access to exclusive online resources like podcasts, blogs, and communities to enhance your learning experience.

• Bonus: A comprehensive SaaS glossary with all the acronyms so that Customer Success won't have any secrets for you.

Testimonials From Readers

Lloyd Sleeper ⭐⭐⭐⭐⭐

"ONE OF THE BEST BOOKS!!!! The book to read if you are thinking about customer success! If you are thinking or wondering about a career in customer success, then this is a great start. It doesn't waste your time with fluff to fill pages. Concise and to the point. It also points you to other resources to help guide you in your path to a new career. Thank you Hakan!"

Sudhindra ⭐⭐⭐⭐⭐

"An excellent short-and-sweet book with all the required information for aspiring CSMs. The glossary and various other references are a nice touch. Thank you, Hakan."

Metin O. ⭐⭐⭐⭐⭐

"Working with several Customer Success Managers on multiple SaaS products, I know the challenges and the importance of this role. I really enjoyed reading this book. Crystal clear concepts and a great example of software industry experience. In my opinion, it should not be read only by CSMs but also by all other departments."

Buy Now: Ready to boost your career and become a successful CSM?

Grab your copy now and accelerate your career today.

-Hakan.

"Farm Don't Hunt" is an eye-opener.

It’s written in a simple and easy-to-understand way, offering valuable strategies and ideas for building strong bonds with customers.

Instead of always chasing new leads, it encourages a shift toward caring for existing customers like diligent farmers, revealing the benefits of customer-centered growth.

Here are five key lessons from "Farm Don't Hunt":

1. Cultivate Customer Relationships

The book stresses the importance of investing in customer relationships. Every interaction with customers is like planting a seed that can grow into a fruitful partnership.

Quote: "Nurture trust and care in your customer relationships, and watch them thrive."

2. Understand the Customer Journey

Mapping out the customer journey provides valuable insights into their needs and challenges.

Quote: "Put yourself in your customers' shoes to find the path to loyalty and satisfaction."

3. Monitor Customer Health

Keeping an eye on customer health helps spot potential issues before they become major problems.

Tracking things like product use and engagement enables proactive measures to ensure long-term satisfaction.

Quote: "Regularly check the pulse of your customers to keep your business flourishing."

4. Empower Your Team

Creating a dedicated customer success team gives them the tools and training to deliver excellent service.

Providing them with the freedom to act builds a culture that revolves around customer satisfaction.

Quote: "Your customer success team is the backbone of your success. Give them the freedom to excel."

5. Continuous Improvement

Innovate and adapt to stay ahead.

Seek feedback, anticipating needs, and staying flexible.

Businesses can keep customers and stay ahead of the competition.

Quote: "Plant the seeds of progress and watch your farm flourish with growth."

The secret is in taking care of your existing partnerships rather than constantly looking for new ones.

Become a master farmer and reap the rewards of customer-centered growth.

Book Review by Verified Readers: "Farm Don’t Hunt"

"Farm Don't Hunt" presents a refreshing perspective on customer success, emphasizing the value of cultivating existing customer relationships rather than incessantly pursuing new leads.

The book's simplicity and clarity make it accessible to a broad audience, offering practical strategies for fostering strong bonds with customers.

Here's an in-depth analysis of what makes the book noteworthy and areas where it could improve:

Strengths

Metaphorical Approach

The farming metaphor used throughout the book effectively communicates the core concept of customer-centered growth. It simplifies complex ideas, making them easily understandable for readers at various levels.

Valuable Lessons

The book distills key lessons into five actionable points, providing a concise guide for building and maintaining customer relationships. Each lesson is accompanied by a relevant quote, enhancing the memorability of the insights.

Focus on Customer Relationships

The emphasis on investing in customer relationships as a long-term strategy is a standout feature. The analogy of planting seeds and nurturing them aligns well with the idea of building partnerships that yield sustainable growth.

Practical Advice

The book offers practical advice, such as mapping the customer journey and monitoring customer health. These actionable insights empower businesses to implement effective customer success strategies.

Positive Customer Reviews

Several customers appreciate the book's insights, describing it as a solid read with useful information. Positive reviews highlight its value for individuals managing clients and portfolios.

Areas for Improvement

Book Formatting

Some readers criticize the book's formatting, mentioning a low density of content, large fonts, and numerous blank pages. Improving the overall presentation could enhance the reading experience.

Lack of In-Depth Exploration

Several reviewers express a desire for more in-depth exploration of certain topics. The book is perceived as providing a broad overview, but some readers seek deeper insights, especially in comparison to other resources in the field.

Editing and Proofreading

Multiple reviews point out errors and typos in the book. Improving the editing process would contribute to a more polished final product, enhancing the credibility of the content.

Insufficient Coverage of Real-World Implementation

While the book introduces compelling ideas, readers note a lack of concrete examples and discussions about the real-world application of customer success concepts. Adding more case studies and practical scenarios could address this concern.

And That’s it

"Farm Don't Hunt" offers a valuable perspective on customer success, particularly for those new to the field.

Its strengths lie in the metaphorical approach, practical advice, and positive customer feedback.

However, addressing formatting issues, providing more in-depth content, improving editing, and including real-world examples would further elevate the book's impact."

Grab Your Copy Now

In today's dynamic business landscape, customer success is no longer an afterthought; it's the cornerstone of sustainable growth and long-term profitability.

Wayne McCulloch's groundbreaking book, "The Seven Pillars of Customer Success," provides businesses with a comprehensive roadmap to building thriving customer relationships that fuel exponential growth.

Embark on a Journey of Customer-Centric Excellence

McCulloch's insightful guide explores seven fundamental principles that serve as building blocks for exceptional customer experiences:

1. Lay the Foundation: Craft a Customer Success Plan

Establish a well-defined customer success plan that aligns your business objectives with your customers' needs. Ensure that every interaction is purposeful and drives mutual value.

2. Welcome New Customers with Open Arms

Make a lasting first impression by providing new customers with a seamless onboarding experience. Address their initial questions, set them up for success, and foster a sense of welcome from the very beginning.

3. Nurture Engagement: Cultivate Customer Loyalty

Engaged customers are more likely to remain loyal advocates of your brand. Engage your customers through personalized interactions, valuable content, and ongoing support, cultivating a sense of community and belonging.

4. Proactive Customer Care: Anticipate and Resolve Issues

Go beyond reactive customer service and adopt a proactive approach. Anticipate potential customer pain points and proactively address concerns before they escalate into major issues. This proactive approach builds trust and reinforces your commitment to customer satisfaction.

5. Measure and Refine: Track Your Customer Success Journey

Data-driven decision-making is the key to continuous improvement. Implement metrics to track customer satisfaction, engagement, and retention. Use these insights to refine your strategies and enhance customer experiences.

6. Deliver Exceeding Value: Surpass Customer Expectations

Exceed customer expectations by consistently delivering value that goes beyond their basic needs. This could include exclusive offers, personalized recommendations, or early access to new features.

7. Cultivate a Customer-Centric Culture

Customer success is not just a department; it's a company-wide mindset. Instill a customer-centric culture where every employee understands their role in creating exceptional customer experiences.

Book Review by Verified Readers: "The Seven Pillars of Customer Success"

Strengths:

• Clear and Practical Framework

  One of the book's standout features is its presentation of a clear and practical framework for customer success.

  McCulloch introduces the reader to the seven pillars that serve as foundational principles for building and enhancing customer relationships.

  This structured approach provides readers with a roadmap to navigate the complexities of customer success.

• Applicability and Immediate Impact

  Readers consistently commend the book for its immediate applicability.

  The content is described as well-written and easy to follow, making it accessible for professionals at various stages in their customer success journey.

  The actionable insights and tools offered in the book empower readers to implement strategies for impactful outcomes in their respective roles.

• Toolbox Section and Practical Guidance

  The inclusion of a toolbox section within the book receives praise for its practicality.

  It offers readers tangible components for measuring and managing customer engagement effectively.

  This hands-on approach adds significant value, especially for those looking to enhance or establish a customer success capability within their organizations.

• Thought Leadership and Industry Insights

  The incorporation of thought leadership sections and insights from other business leaders is another strong point of the book.

  This not only enriches the content with real-world experiences but also provides a broader perspective on customer success beyond theoretical frameworks.

• Accessibility for Diverse Audiences

  The book's ability to cater to both seasoned customer success professionals and newcomers is noteworthy.

  Despite varying levels of experience, readers find the content accessible and relevant. The straightforward language and absence of jargon contribute to its broad appeal.

Areas for Improvement

• Writing Style

  Some readers express reservations about the author's writing style.

  While the simplicity of language aids accessibility, it is noted that the book occasionally relies on euphemisms and buzzwords.

  This style, while making the content easy to read, may be perceived by some as lacking in expressive depth.

• Limited Depth on Certain Topics

  A common observation is that the book covers a broad spectrum of customer success topics but may lack in-depth exploration of some areas.

  This is particularly highlighted in comparison to other resources available in the field.

  Readers seeking a more exhaustive examination of specific concepts might find the coverage somewhat cursory.

• Reliance on Author's Experiences

  The book's reliance on the author's own career experiences, while providing practical insights, is viewed by some as limiting.

  Readers suggest a desire for more diverse examples and a deeper exploration of industry-wide data and evidence.

Empower Your Business with the Pillars of Success

"The Seven Pillars of Customer Success" is an awesome resource for businesses of all sizes, providing a practical framework for building a customer-centric organization that thrives on long-term relationships and drives sustainable growth.

Embrace the power of customer success and watch your business flourish.

Grab Your Copy Now

Don’t miss Gainsight’s Free Virtual Event: Pulse Unplugged (July 23)—your front-row seat to the future of Customer Success. Register free here →

Editor's Note: This comprehensive guide was significantly updated on October 23, 2024, with new book descriptions, expert insights, and real-world implementation examples.

Want to level up your customer success strategy? These carefully curated books combine proven methodologies, real-world case studies, and actionable insights from industry leaders to help you deliver exceptional customer experiences and drive sustainable growth.

Table of Contents

• Customer Experience Fundamentals

• Customer Retention Strategies

• Modern Customer Success Approaches

• Handling Customer Feedback

• Building Customer Loyalty

• Growth and Scale

• Communication and Influence

• Taking Action

Related Resources:

• Customer Success Communication Skills Guide

• Ultimate Guide for Customer Success Managers

• Customer Success Career Guide

• How to Become a Customer Success Manager

• Customer Success Fundamentals & Strategies

• Daily Habits of a Customer Success Manager

Customer Experience Fundamentals

1. Delivering Happiness

A Path to Profits, Passion, and Purpose by Tony Hsieh

📚 Difficulty: Beginner-Friendly
⏱️ Reading Time: 6-8 hours (272 pages)

The legendary Zappos CEO reveals how building a culture of happiness transformed his company into a $1 billion business.

Key Takeaways:

• Building a purpose-driven company culture

• Creating memorable customer experiences

• Scaling happiness as a business model

Real-World Impact:

• Zappos achieved $1 billion in gross merchandise sales

• Consistently ranked among Fortune's "Best Companies to Work For"

• Industry-leading 75% repeat customer rate

Industry Recognition:

"This book revolutionized how companies approach customer service culture" - Harvard Business Review

2. The Customer Rules

The 39 Essential Rules for Delivering Sensational Service, by Lee Cockerell

📚 Difficulty: Beginner to Intermediate
⏱️ Reading Time: 4-5 hours (208 pages)

Drawing from his extensive experience managing 40,000 cast members at Walt Disney World Resort.

Key Takeaways:

• Implementing Disney's service excellence principles

• Creating magical customer moments

• Building a service-oriented team culture

Real-World Impact:

• Disney World maintains 70%+ return visitor rate

• Consistently achieves 97% customer satisfaction scores

• Training methodology adopted by Fortune 500 companies

Industry Recognition:

"The definitive guide to world-class service delivery" - Forbes

3. The Experience Economy

Work Is Theater & Every Business a Stage, by B. Joseph Pine II and James H. Gilmore

📚 Difficulty: Advanced
⏱️ Reading Time: 8-10 hours (368 pages)

A groundbreaking exploration of why traditional goods and services no longer suffice in today's market.

Key Takeaways:

• Crafting memorable customer experiences

• Creating premium value propositions

• Designing transformative customer journeys

Customer Retention Strategies

4. Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days, by Joey Coleman

📚 Difficulty: Intermediate
⏱️ Reading Time: 7-9 hours (352 pages)

Written by the Chief Experience Composer at Design Symphony, Coleman draws from over a decade of experience helping organizations retain their best customers.

He presents his proven First 100 Days methodology, which has been implemented by major companies like Whirlpool, NASA, and Volkswagen to dramatically improve customer retention.

Key Takeaways:

• First 100 Days methodology for customer retention

• Creating emotional connections with customers

• Systematic approach to customer onboarding

Real-World Impact:

• Implemented by Fortune 500 companies like Whirlpool and NASA

• Average 20-30% increase in customer retention

• Reduced early-stage customer churn by 50%

Industry Recognition:

"The definitive guide to customer retention in the modern era" - Customer Success Association

5. The Effortless Experience

Conquering the New Battleground for Customer Loyalty, by Matthew Dixon, Nick Toman, and Rick DeLisi

📚 Difficulty: Intermediate to Advanced
⏱️ Reading Time: 5-7 hours (256 pages)

Based on extensive research across hundreds of companies and thousands of customers, the authors challenge conventional wisdom about customer loyalty.

They present groundbreaking insights showing that making customer interactions effortless is the key to reducing churn and increasing satisfaction.

Key Takeaways:

• Reducing customer effort drives loyalty

• Four principles of low-effort service

• Engineering seamless customer experiences

Real-World Impact:

• 96% of customers with high-effort experiences become disloyal

• 94% of customers with low-effort experiences make repeat purchases

• Implemented by leading companies like American Express

Industry Recognition:

"A groundbreaking approach to customer loyalty" - Forbes

6. Customer Centricity

Focus on the Right Customers for Strategic Advantage, by Peter Fader

📚 Difficulty: Advanced
⏱️ Reading Time: 3-4 hours (128 pages)

Fader, a Wharton Professor of Marketing and world-renowned expert in customer analytics, provides a revolutionary framework for identifying and maximizing your most valuable customer relationships.

Key Takeaways:

• Using predictive analytics to identify high-value customers

• Allocating resources based on customer lifetime value

• Building sustainable competitive advantage through customer portfolio management

Real-World Impact:

• Implemented by Fortune 500 companies like Electronic Arts and Fidelity

• Average 27% increase in customer lifetime value

• Reduced customer acquisition costs by 35%

Industry Recognition:

"The definitive guide to data-driven customer strategy that has transformed how companies approach customer segmentation" - Customer Strategy Journal

Modern Customer Success Approaches

7. The Customer Service Revolution

Overthrow Conventional Business, Inspire Employees, and Change the World, by John R. DiJulius III

📚 Difficulty: Intermediate
⏱️ Reading Time: 6-8 hours (224 pages)

As a consultant to companies like The Ritz-Carlton, Lexus, and Starbucks, DiJulius shares his proven methodology for creating world-class customer service experiences.

Key Takeaways:

• Creating a customer service culture that drives business growth

• Building systems for consistent service excellence

• Transforming employees into customer experience ambassadors

Real-World Impact:

• The Ritz-Carlton achieved 95% customer satisfaction scores

• Implemented by over 20 Fortune 500 companies

• Client companies report average 40% increase in customer retention

Industry Recognition:

"DiJulius has created the blueprint for revolutionary customer service transformation that leading brands swear by" - Customer Experience Magazine

8. Customer Experience 3.0

High-Profit Strategies in the Age of Techno Service, by John A. Goodman

📚 Difficulty: Advanced
⏱️ Reading Time: 7-9 hours (288 pages)

As a pioneer in customer experience measurement and management, Goodman shares insights from over 40 years of consulting with major corporations.

Key Takeaways:

• Integrating technology with traditional service excellence

• Measuring and optimizing customer experience metrics

• Creating proactive service strategies

Real-World Impact:

• Implemented by Fortune 500 companies with 25% reduction in service costs

• Average 30% improvement in customer satisfaction scores

• Successfully deployed across 45+ countries

Industry Recognition:

"The definitive guide to modernizing customer experience in the digital age" - Customer Experience Magazine

9. The Challenger Sale

Taking Control of the Customer Conversation, by Matthew Dixon and Brent Adamson

📚 Difficulty: Advanced
⏱️ Reading Time: 6-8 hours (240 pages)

Based on an exhaustive study of thousands of sales reps across multiple industries, the authors reveal why challenging customers' assumptions outperforms relationship building.

Key Takeaways:

• Teaching customers new perspectives about their business

• Tailoring messages for different stakeholders

• Taking control of the purchasing discussion through constructive tension

Real-World Impact:

• 53% of customer loyalty is driven by the sales experience

• Challenger reps consistently outperform relationship builders by 200%

• Implemented by over 100 Fortune 500 companies

Industry Recognition:

"The most important advance in selling for many years" - Sales & Marketing Management Magazine

Handling Customer Feedback

10. Hug Your Haters

How to Embrace Complaints and Keep Your Customers" by Jay Baer

📚 Difficulty: Beginner to Intermediate
⏱️ Reading Time: 5-6 hours (240 pages)

A digital marketing pioneer and founder of Convince & Convert, Baer provides a modern playbook for handling customer complaints in the digital age.

Key Takeaways:

• Transform customer complaints into business opportunities

• Master the art of public and private customer feedback management

• Implement response strategies across different communication channels

Real-World Impact:

• Companies implementing these strategies saw 30% increase in customer retention

• Average 25% reduction in negative social media mentions

• 67% of customer issues resolved through proactive engagement

Industry Recognition:

"The definitive guide to turning customer complaints into growth opportunities" - Forbes

11. The Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs, by Bill Price and David Jaffe

📚 Difficulty: Intermediate
⏱️ Reading Time: 7-8 hours (304 pages)

Price, Amazon's first Global VP of Customer Service, and Jaffe, a leading customer experience consultant, share innovative strategies for eliminating customer service problems at their source.

Key Takeaways:

• Preventing customer issues before they occur

• Designing self-service solutions that actually work

• Creating effortless customer experiences

Real-World Impact:

• Implemented at Amazon with 27% reduction in support tickets

• Average 40% decrease in customer service costs

• 35% improvement in customer satisfaction scores

Industry Recognition:

"A revolutionary approach that transformed how companies think about customer service optimization" - Customer Experience Magazine

Building Customer Loyalty

12. Customer Satisfaction is Worthless, Customer Loyalty is Priceless

How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know, by Jeffrey Gitomer

📚 Difficulty: Beginner-Friendly
⏱️ Reading Time: 5-6 hours (272 pages)

Gitomer, a globally recognized sales authority and bestselling author, challenges traditional customer service paradigms.

Key Takeaways:

• Converting satisfied customers into loyal brand advocates

• Building authentic relationships beyond transactions

• Creating systematic approaches to exceptional service delivery

Real-World Impact:

• Implemented by Fortune 500 companies with 40% increase in customer retention

• Average 65% increase in customer referral rates

• Organizations report 50% reduction in customer acquisition costs

Industry Recognition:

Great guide on how businesses think about customer loyalty versus mere satisfaction" - Sales & Marketing Management Magazine

13. Raving Fans

A Revolutionary Approach to Customer Service, by Ken Blanchard and Sheldon Bowles

📚 Difficulty: Beginner-Friendly
⏱️ Reading Time: 2-3 hours (160 pages)

Blanchard, co-author of The One Minute Manager, and Bowles present their revolutionary approach through an engaging business fable.

Key Takeaways:

• Implementing the three-step system for customer service excellence

• Converting satisfied customers into passionate advocates

• Creating consistent, repeatable service experiences

Real-World Impact:

• Adopted by Fortune 500 companies with 45% increase in customer advocacy

• Organizations report 70% improvement in customer satisfaction scores

• Average 50% increase in customer referral rates

Industry Recognition:

"This is how you can transform ordinary customer service into extraordinary customer advocacy" - Customer Experience Magazine

Growth and Scale

14. From Impossible to Inevitable

How Hyper-Growth Companies Create Predictable Revenue Aaron Ross and Jason Lemkin

📚 Difficulty: Intermediate to Advanced
⏱️ Reading Time: 8-10 hours (320 pages)

Ross, the architect behind Salesforce's outbound sales process that added $100M+ in revenue, and Lemkin, founder of SaaStr, share their proven framework for hyper growth.

Key Takeaways:

• Creating predictable revenue through systematic growth

• Building scalable customer success operations

• Implementing proven SaaS growth frameworks

Real-World Impact:

• Helped Salesforce achieve $100M+ in additional revenue

• Implemented by over 150 high-growth SaaS companies

• Average 3x improvement in growth rates for adopting companies

Industry Recognition:

"The definitive playbook for scaling B2B companies" - SaaS Insider

15. Outside In

The Power of Putting Customers at the Center of Your Business, by Harley Manning and Kerry Bodine

📚 Difficulty: Intermediate
⏱️ Reading Time: 6-8 hours (272 pages)

As Forrester Research's customer experience experts, Manning and Bodine provide a comprehensive blueprint for customer-centric transformation.

Key Takeaways:

• Building customer-centric organizational structures

• Creating seamless cross-channel experiences

• Measuring and optimizing customer experience ROI

Real-World Impact:

• Companies with superior customer experience outperform competitors by 14% in revenue growth

• Implemented by Fortune 500 companies with 35% increase in customer satisfaction

• Average 27% reduction in customer service costs

Industry Recognition:

"The definitive playbook for transforming organizations through customer experience excellence" - Wall Street Journal

Communication and Influence

16. To Sell Is Human

The Surprising Truth About Moving Others" by Daniel H. Pink

📚 Difficulty: Beginner to Intermediate
⏱️ Reading Time: 5-7 hours (272 pages)

From the acclaimed author and former speechwriter for Vice President Al Gore, Pink revolutionizes our understanding of sales and influence.

Key Takeaways:

• Understanding the new ABC's of selling (Attunement, Buoyancy, Clarity)

• Mastering the art of influence in the modern economy

• Applying behavioral science to customer interactions

Real-World Impact:

• Implemented by Fortune 500 companies with 40% improvement in sales effectiveness

• Used by over 100,000 professionals to transform their approach to influence

• Organizations report 35% increase in customer engagement rates

Industry Recognition:

"A game-changing examination of the science of persuasion that has transformed how organizations approach customer relationships" - Psychology Today

17. Talk Triggers

The Complete Guide to Creating Customers with Word of Mouth, by Jay Baer and Daniel Lemin

📚 Difficulty: Intermediate
⏱️ Reading Time: 5-6 hours (256 pages)

Drawing from extensive research and real-world case studies, Baer and Lemin reveal how companies can create automatic word-of-mouth marketing through operational differentiators.

Key Takeaways:

• Creating systematic word-of-mouth marketing strategies

• Implementing the four-piece framework for remarkable experiences

• Converting customers into vocal brand advocates

Real-World Impact:

• Companies using this framework saw 43% increase in referral business

• Average 31% reduction in customer acquisition costs

• Implemented by Fortune 500 companies with 25% growth in organic reach

Industry Recognition:

"The definitive blueprint for turning everyday operations into powerful marketing advantages" - Marketing Week

Taking Action

Implementing the strategies from these books will help you:

• Create memorable customer experiences

• Reduce churn and increase retention

• Build a customer-centric organization

• Drive sustainable business growth

Additional Resources

Enhance your customer success journey with these related guides:

Today’s edition is brought to you by Fireflies.ai.

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Communication is a key skill for achieving customer success.

Here are 3 must-read books to enhance your communication abilities and drive exceptional customer outcomes:

Subscribe now

1. How to Talk to Anyone

92 Little Tricks for Big Success in Relationships

367 pages | Rating 4.5 / 5

Helps you become better at talking with people. It gives you practical tips and advice to improve your communication skills and feel more confident. You'll learn how to start conversations, keep them going, and make a good impression on others.

2. Difficult Conversations

How to Discuss What Matters Most

352 pages | Rating 4.6 / 5

Provides you with practical advice on how to understand others, express yourself clearly, and listen actively. The book teaches you how to approach difficult conversations with empathy and find resolutions that work for everyone involved.

3. Talk Like TED

The 9 Public Speaking Secrets of the World's Top Minds

304 pages | Rating 4.5 / 5

This powerful book is all about teaching you how to give awesome speeches like the famous TED speakers. It shares their secrets and shows you practical ways to improve your public speaking skills. The book helps you learn how to grab people's attention, speak confidently, and inspire your audience with your ideas.

And that’s it

Level up your customer success journey with these powerful books.

Master difficult conversations, rock your public speaking skills, and create meaningful connections.

Elevate your communication game and achieve outstanding customer outcomes.

Cheers to your success.

Hakan.

Let’s go!

1/ How to Win Friends and Influence People, by Dale Carnegie

Key Lessons:

• Remember people’s names.

• Always be kind and understanding.

• Inspire positive change. Praise others in public.

• Encourage cooperation and collaboration. Not conflicts.

• Cultivate genuine relationships. Show a sincere interest in others.

2/ Never Split the Difference, by Chris Voss

Key Lessons:

• Prepare your best alternative options in advance.

• Building empathy is key: use it to connect and influence others.

• Be prepared for extremes. Navigate tough situations with self-confidence.

• Let your counterpart make the first offer to gain a better understanding of their position.

• Use open-ended questions to gather critical information and uncover hidden interests.

3/ Atlas of the Heart, by Brené Brown

Key Lessons:

• Embrace vulnerability.

• Be genuine. Show up as your true self to build trust.

• Recognize the power of empathy in customer relationships.

• Develop a culture of belonging for customers and colleagues.

• Cultivate courage. Be resilient so you can navigate challenging situations.

4/ Hug Your Haters, by Jay Baer

Key Lessons:

• Be transparent and take ownership.

• Be proactive so you can resolve customer issues before they escalate.

• Engage with customers across different channels to address specific concerns.

• Listen to customer feedback. Both positive and negative. It’s a massive opportunity for growth.

• Respond fast and be empathetic to customer complaints. It’s your chance to turn detractors into advocates.

5/ The Power of Moments, by Chip Heath and Dan Heath

Key Lessons:

• Use the power of storytelling to connect on an emotional level.

  See a previous edition for more about it:

  -

• Transform challenging situations into opportunities.

• Personalize interactions. Go beyond expectations to exceed customer needs.

• Focus on building memorable experiences for a lasting impact on customers.

• Identify key moments to drive positive emotions and go deep in relationships.

  ---

And that’s it.

Those are 5 books that have helped me a lot in my customer success journey.

And I hope you'll find them helpful too.

Read them, apply the lessons, and become a people magnet!

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Big thanks to my sponsor Taplio for helping me deliver this edition to you for free.

Want to grow your audience on LinkedIn? As a customer success pro, Taplio is the perfect solution to boost your visibility in 10 mins a day. Give it a try and see for yourself!

This week, I asked my Linkedin audience a simple question:

How would YOU fill in the blank on the following statement:
Don’t get into a customer success position unless you can _______.

The answers were pure gold:

• Read the air (Robert Ramirez)

• Build trust and rapport (Tejash Mehta)

• Play the long game (William Buckingham)

• Listen and connect the dots (Tabitha Cavanagh)

• Listen and be willing to take risks (Lynn Murphy)

• Empathize and solve problems collaboratively (Victoria Borg)

• Handle stress and manage your time effectively. (Krishna Adhyaru)

And one of the answers summarized it all:

Right on spot 🎯

That got me thinking…

What are some must-read books to transform your customer success skills and become a pro at dealing with people in any situation?

And surprise:

It’s not about “Customer Success” books which I’ll share in a separate edition.

Nope, it’s not about cheap tactics or playbooks either.

Rather, these are deep, foundational, and easy reads.

They will inspire you to think differently and help adopt fundamental behaviors to succeed both at work and in your personal life.

These 3 books have had a profound impact on me, and I hope they’ll do the same for you.

Let’s go 👇

1/ How To Win Friends & Influence People, Dale Carnegie

Page Count: 212
Rating on Goodreads: 4.22

There are a few books you should keep with you at all times.

And this one is on top of the list.

What I find incredible is that it's an easy but super-powerful read.

You’ll learn how to:

• build strong relationships with anyone around you including your customers.

• make people feel valued and appreciated.

• build empathy and trust.

• listen actively and develop your storytelling skills

• lead by example, inspire, and motivate.

and much more.

Here are some of my favorite quotes from the book:

1. "Remember that the most important thing in life is not what you get, but what you give."

2. "The only way to get the best of an argument is to avoid it."

3. "Remember that a person's name is to that person the sweetest and most important sound in any language."

4. "Action breeds confidence and courage. If you want to conquer fear, do not sit at home and think about it. Go out and get busy."

2/ Mindset, Carol Dweck

The New Psychology of Success

Page Count: 320
Rating on Goodreads: 4.09

It’s another foundational book I’d highly recommend.

Developing a growth mindset versus a fixed one is absolutely critical.

With the right approach, you can motivate anyone around you to transform their lives and your own.

Here are some of my favorite quotes from the book:

1. "Becoming is better than being."

2. "The fixed mindset stands in the way of development and change. The growth mindset is a starting point for change, but people need to decide for themselves where their efforts toward change would be most valuable."

3. "You have a choice. Mindsets are just beliefs. They’re powerful beliefs, but they’re just something in your mind, and you can change your mind."

p.s. to extend on that topic, you can also read “As A Man Thinketh” by James Allen (96 pages, Rating 4.26) - absolutely fascinating.

3/ Man’s Search For Meaning, Viktor E. Frankl

Page Count: 192
Rating on Goodreads: 4.37

And my top preferred one.

It’s a memoir and psychological analysis by Viktor E. Frankl.

He was a Holocaust survivor and psychiatrist.

Whenever you want to give up or you lack the motivation to do your stuff, you’ll think of this book. It will shake your mind in an instant and get you back on track immediately!

Not reading this book is a massive intellectual loss.

So go check it out today!

Here are some of my favorite quotes from the book:

1. "Don't aim at success. The more you aim at it and make it a target, the more you are going to miss it.”

2. "Happiness cannot be pursued; it must ensue, and it only does so as the unintended side effect of one's personal dedication to a cause greater than oneself."

3. "The one thing you can't take away from me is the way I choose to respond to what you do to me. The last of one's freedoms is to choose one's attitude in any given circumstance."

4. "Live as if you were living already for the second time and as if you had acted the first time as wrongly as you are about to act now."

BONUS:

Here are a few more from my library:

• Influence: The Psychology of Persuasion, Robert Cialdini

• Dare to Lead, Brené Brown

• Thinking, Fast and Slow, Daniel Kahneman

• The 7 Habits of Highly Effective People, Stephen Covey

• Quiet, Susan Cain

• Think And Grow Rich, Napoleon Hill

Here are more on Customer Success:

And that’s it.

Have you read any of these books?

Any others YOU would recommend? Please share in the comments below.

I’ll speak to you again next Sunday.

Until then, have an awesome and productive week ahead! ✌️

p.s. If you are enjoying my weekly newsletter, the best favor you could do for me is to reply to this email with your feedback or say a few nice words online. 

“Learn to work harder on yourself than you do on your job.”

And it’s been life-changing for millions of people around the world ever since.

One way to do that is to read great non-fiction books.

They distill years of experience into a few pages so you can fuel your mind with creativity, expand your vision, and develop your skills faster.

But it comes with a warning.

It only works if you apply the lessons in practice.

So, here are 12 non-fiction books I've selected for you that will make you more successful at work and transform your life for the better as soon as you start reading them.

Ready? Let’s go 🚀🚀

1. Mindset, Carol Dweck

Mindset: The New Psychology of Success

“Talent is not passed down in the genes. It’s in the mindset”

Key Take Away:

We are all born with a growth mindset that anyone can develop at any age.

And the only difference between success and failure is how you turn a situation to your benefit.

An absolute must-read to develop a growth mindset!

⭐⭐⭐⭐⭐

2. Influence, Robert Cialdini

Influence: The Psychology of Persuasion

In this book, you’ll learn why people say “yes” and how to apply these insights to Customer Success and more.

Key Take Aways: the 7 Principles of Persuasion 

• Reciprocation

• Commitment and Consistency

• Social Proof 

• Liking 

• Authority

• Scarcity

• and Unity

After reading this book, you’ll never talk to your customers the same way again.

I guarantee it!

⭐⭐⭐⭐⭐

3. Atomic Habits, James Clear

Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones

“Habits are the compound interest of self-improvement”

Key Take Aways

All habits have the same 4-step pattern:

• Cue

• Craving

• Response

• and Reward.

To form habits, you must make them:

• Obvious

• Attractive

• Easy

• and Satisfying.

Whether you want to form a new habit or get rid of a bad one, read this book for a life-changing experience.

⭐⭐⭐⭐⭐

4. Start with Why, Simon Sinek

Start With Why: How Great Leaders Inspire Everyone to Take Action

“People don’t buy what you do. They buy why you do it”

Martin Luther King Jr., Steve Jobs, and the Wright Brothers had little in common, but they all started with why.

They realized that people won’t buy into a product, service, or idea until they understand the why.

If you haven’t read any of Simon Sinek’s books, here’s a short YouTube video that will convince you right on the spot.

And here’s a longer version on Spotify that sums up his philosophy well.

Key Take Away

• To inspire others, always communicate your Why, first.

⭐⭐⭐⭐⭐

5. Never Split the Difference, Chris Voss

Never Split the Difference: Negotiating As If Your Life Depended On It

Chris Voss is a former FBI hostage negotiator.

In this awesome book, he explains how to negotiate in any type of situation.

Key Take Away:

• Build trust by using the mirroring technique.

• Label your counterpart’s emotions to build empathy.

• Use the right tone of voice.

A must-read for any Customer Success professional!

⭐⭐⭐⭐⭐

6. The Almanack of Naval Ravikant

The Almanack of Naval Ravikant: A Guide to Wealth and Happiness

Naval Ravikant is an entrepreneur, philosopher, and investor.

In this book, you’ll learn how to walk your path to a happy and wealthy life.

Key Take Aways:

• Compounding interest also applies to your finances and your relationships.

• Money is the ultimate tool for freedom.

• To become happy, learn how to be neutral and stay quiet.

A must-read!

⭐⭐⭐⭐⭐

7. The 4-Hour Workweek, Tim Ferriss

The 4-Hour Workweek: Escape 9-5, Live Anywhere, and Join the New Rich

“Doing something unimportant well does not make it important”

This book is the ultimate guide to living the lifestyle of your dreams.

Key Take Aways:

• How Tim went from $40,000 per year to $40,000 per month and 4 hours per week.

• How to cut 50% of your work.

• How to trade a long-term career for short work bursts and frequent “mini-retirements”.

Read it and you’ll never consider “work” the same way again!

⭐⭐⭐⭐⭐

8. Think and Grow Rich, Napoleon Hill

Think and Grow Rich, Napoleon Hill

Number 1 motivational personal development and self-help book of all time.

Napoleon Hill studied more than 500 wealthy businessmen over 20 years. In this masterpiece, he describes the 13 common habits of the most successful people.

The philosophy taught in this book will help you succeed in everything you do.

Here are the 13 Laws of Success:

1. Desire

2. Faith

3. Auto Suggestion

4. Specialized Knowledge

5. Imagination

6. Organized Planning

7. Decision

8. Persistence

9. Power of the Master Mind

10. Transmutation

11. The Subconscious Mind

12. The Brain

13. The Sixth Sense

Key Take Aways

1. Use the power of auto-suggestion to build a strong belief in yourself.

2. Always stand by your decisions.

3. Join a mastermind group to speed up the learning curve.

⭐⭐⭐⭐⭐

9. Rich Dad Poor Dad, Robert Kiyosaki

Rich Dad Poor Dad: What the Rich Teach Their Kids About Money

A bestseller in the categories of Personal Finance, Parenting, and Investing.

It’s the story of Robert growing up with his two dads: his own father and the father of his best friend.

How both men shaped his thoughts about money and investing has changed his life forever.

Key Take Aways:

• You don’t need to earn a high income to become rich

• Defines what an asset is (puts money in your pocket)

and a liability (takes money from your pocket).

• You can’t rely on the school system to teach your kids about money

A must-read!

And you’ll never look at your finances the same way again!

⭐⭐⭐⭐⭐

10. As a Man Thinketh, James Allen

As A Man Thinketh, James Allen

“As we think, so we are”

James Allen reveals how our thoughts shape our character. They manifest themselves in our finances, health, appearance, and environment.

The choice is yours.

Master your thoughts and create the life you want. Or remain stuck in negativity, frustration, and failure.

You can listen to the full audiobook here.

Key Take Away:

• Your actions follow your thoughts.

• Thoughts can keep you young or make you age faster.

⭐⭐⭐⭐⭐

11. The Psychology Of Money, Morgan Housel

Doing well with money isn’t about what you know.

It’s about how you behave. And behavior is hard to teach, even to smart people.

The book tells you 19 short stories exploring the strange ways people think about money.

Key Take Aways:

• Leave greed out when managing your money.

• Don’t envy how others are doing with their money as it can lead you to make the wrong decisions for yourself.

• Your childhood experiences influence the financial decisions you make later in life.

⭐⭐⭐⭐⭐

12. How To Win Friends & Influence People, Dale Carnegie

How to Win Friends & Influence People, Dale Carnegie

Self-development book written by Dale Carnegie, and published in 1936. 

One of the most groundbreaking and timeless bestsellers of all time!

The one book you should have close to you and read at least once every year!

Key Take Aways:

• Six ways to make people appreciate you

• Twelve ways to win people to your way of thinking

• Nine ways to change people without appearing rude

And much more!

⭐⭐⭐⭐⭐

13. BONUS:

Here are a few other must-reads I’d recommend as well:

• Man’s Search For Meaning, Viktor Frankl

• Braving the Wilderness, Brene Brown

• Shoe Dog, Phil Knight

• Company of One, Paul Jarvis

• Zero to Sold, Arvid Kahl

• The Richest Man in Babylon, George Clason

• 10% Happier, Dan Harris 

• Extreme Ownership, Jocko Willink and Leif Babin 

• Getting Out of the Box, The Arbinger Institute

• The Subtle Art of Not Giving a F*ck, Mark Manson

• When, Daniel Pink

• Jonathan Livingston Seagull, Richard Bach 

• Factfulness, Hans Rosling

What else would you add to the list?