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About PracticalCSM

Rick Adams is an independent author, trainer and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Having delivered his services to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents, Adams is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri.


Selecting the right person for a Customer Success Management role is challenging, especially if you don’t know exactly what you expect them to do- their purpose, actions, and the cost of having one. It is then essential to identify first whether you really need a CSM in your department and your expected outcome.  If [...]

2022-10-31T18:20:28+01:00Categories: Articles, CPD|Tags: , , , , , , , , , |

From Applicant To Hired: 5 Tips When Writing Your First Customer Success Manager Resumé 

Writing your first Customer Success Management Resumé.  Becoming a Customer Success Manager isn’t easy. It takes time, effort, and dedication to get there. However, once you do, you’ll get to work proving the value is attainable and growth isn’t too far-fetched.  A CSM should be able to quickly identify frequent churners and take corrective [...]

2022-12-06T18:29:14+01:00Categories: Articles, CPD|Tags: , , , , , , , , , |

What is the Net Promoter Score?

The NPS for Customer Success Managers    Net Promoter Score (NPS) is a management tool that can gauge the loyalty of a firm's customer relationships. It is an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth.  The NPS is based on one simple question: How likely are you [...]

2022-10-10T21:03:01+01:00Categories: Articles, CPD|Tags: , , , , , , , , , |

What do recruiters look for in hiring Customer Success Managers?

4 Expertise Customer Success Managers Must Have    To be a Customer Success Manager, you should be the best.  With its growing popularity and importance, Customer Success has proven the value it can bring to the table- for companies and customers. Customer Success Managers are at the front, paving the way toward goal [...]

2022-12-06T18:42:29+01:00Categories: Articles, CPD|Tags: , , , , , , , , , |