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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.

Customer Success VS Customer Support

Three major differences between Customer Success and Customer Support    Customer Success has proven its importance; however, not everyone is clear about precisely how it differs from other fields. One of the most common misunderstandings is that Customer Success is the same as Customer Support, or that the two concepts share the same [...]

2022-10-27T18:25:26+01:00Categories: Articles, CPD|Tags: , , , , , , , , , |

Customer Success Manager VS Account Manager

As we all know, customer success managers are tasked with retaining existing customers by helping them achieve their expectations when using the company's product or services. They work with multiple departments to understand what the customers want and need and formulate a plan that efficiently leads them towards its attainment. On the other hand, [...]

2022-10-05T21:12:24+01:00Categories: Articles, CPD|

3 things Customer Success Leaders Must Have

The role of CS Leaders in scaling up CS Teams  Scaling Customer Success requires strong leadership.  Stakeholders hesitate to scale Customer Success. Despite the proven value it delivers, there’s still little understanding of what it does and how it works in a business. This leads to difficulties for Customer Success leaders to [...]

2022-11-28T13:02:11+01:00Categories: Articles, CPD|

What are the investors looking for in Customer Success?

Presenting the value Customer Success delivers to investors.  For Customer Success Managers, the customers are always the priority - their situation, progress, and any difficulties they face that hinder them from achieving success – the attainment of their expectations. However, an organization’s customers aren’t the “only customers” CSMs must deliver value to. [...]

2022-11-28T13:10:22+01:00Categories: Articles, CPD|

Personal Evaluation: What, Why, and How?

Performing Personal Evaluation for Customer Success Managers.  Once a Customer Success strategy has been implemented and, let’s say, completed, the role of a CSM doesn’t end there. Aside from evaluating the engagement itself, it is also essential that CSM evaluates themselves and their performance.   In today's customer-centric world, Customer Success Managers [...]

2022-10-07T03:16:39+01:00Categories: Articles, CPD|

5 Questions to Ask Before Hiring Your First Vice President of Customer Success

As customer expectations continue to rise, businesses recognize the need to invest in specialized roles. For many companies, a Vice President of Customer Success (or similar role) may be an untapped opportunity to further their capabilities and demonstrate value. For the past 12-month period, there has been a 66% increase in VP of Customer Success [...]

2022-10-07T03:16:33+01:00Categories: Articles, CPD|

Scaling up Customer Success Teams

The challenges and solutions in scaling up CS Teams Customer Success Teams are crucial to any company. They help you to build and maintain relationships with your customers, solve complex problems, and ensure customers receive the value they expect to achieve. They are the driving force behind customer engagement, retention, and revenue growth, [...]

2022-11-28T13:17:53+01:00Categories: Articles, CPD|