Download This case study exercise focuses on explaining the fundamentals of Customer Success Management to senior business stakeholders considering adopting a customer success strategy. Learners develop a presentation that explains the purpose of Customer Success, how Customer Success Management operates, the responsibilities and skills of Customer Success Managers, and the strategic value of Customer [...]
This discussion defines Customer Success as a structured, proactive discipline focused on enabling customers to achieve measurable outcomes through effective adoption and value realization. It emphasizes that Customer Success is not reactive support or account management, but a strategic approach that aligns customer objectives with business goals across the lifecycle. Covers: Defining Customer [...]
A basic explanation of how customer success works,and the basic concepts behind customer success management. How Does Customer Success Work? The Basic Concepts of Customer Success Management
Definitions for the terms "renewals", "retention" and "churn" and a basic explanation of the CSM's role in maximizing renewals through increased retention and decreased churn. Customer Renewals and Retention/Churn
A basic discussion on how the principles and concepts of customer success management apply not just to software-as-a-service companies or even to other companies that provide services on a contractr, but to all companies regardless of how their products and/or services are sold. Customer Success in Different Business Types
Definitions for the terms "land" and "expand" and a basic explanation of the CSM's role in maximizing renewals through increased expand opportunities. Land and Expand Sales Motions
The concept of customer lifetime value (or CLV) and its importance to a company's ongoing success is discussed and explained, together with an example of how CLV might be calculated. In addition the concept of customer advocacy and the role of the CSM in securing increased advocacy is described. Customer Lifetime Value (CLV) [...]
"Tenets" (or guiding principles) One to Three of customer success are described and explained. These are "The CSM Exists to Create Value for Their Own Company", "The CSM's primary task is to help customers attain measurable value from using their company’s products and services" and "The CSM is a subject matter expert in [...]
"Tenets" (or guiding principles) Four to Six of customer success are described and explained. These are "The CSM understands the customer's business", "The CSM is a researcher and an analyst" and "The CSM is a consultant and an adviser". The CSM understands the customer's business The CSM is a researcher and an analyst [...]
"Tenets" (or guiding principles) Seven to Nine of customer success are described and explained. These are "The CSM is an educator", "The CSM is a communicator" and "The CSM is an influencer and an enabler". The CSM is an educator The CSM is a communicator The CSM is an influencer and an enabler [...]