"Tenets" (or guiding principles) Ten to Twelve of customer success are described and explained. These are "The CSM is a planner and a project manager", "The CSM is a problem solver" and "The CSM is a pragmatist". The CSM is a planner and a project manager The CSM is a problem solver The [...]
"Tenets" (or guiding principles) Thirteen to Fourteen of customer success are described and explained. These are "The CSM proactively seeks further sales opportunities" and "The CSM should do as little as possible - ideally nothing at all". Advice is also provided for CSMs to reflect upon their own knowledge, skills and experience. The [...]
Download This section explains how Customer Success Managers prepare for a new customer engagement by conducting research and gathering information about the customer organization. It focuses on understanding the customer’s business, industry context, and strategic priorities so that the engagement can be aligned with the customer’s objectives and value expectations. Covers: Preparing for a [...]
Download This section introduces the concept of Customer Success Management and explains how it differs from traditional customer service or account management. It outlines the purpose of Customer Success, the role of the Customer Success Manager, and how Customer Success focuses on helping customers achieve the outcomes they expected when purchasing a product or [...]