"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 [...]
"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 [...]
An explanation for what is meant by the term "business fundamentals" and why an understanding of these fundamentals is essential to many (if not all) customer success managers. What are "Business Fundamentals"? CSMs and Business Awareness
An overview of the reason behind why businesses exist and how they fulfil this purpose. Why Businesses Exist How Businesss Fulfil their Purpose
Provides an explanation of how value is generated for the business's owners. Defining Value How Value is Generated for Owners
Lists who else (besides owners) businesses generate value for, and why this is important. Who Else Businesses Create Value For Why It is Important to Understand
A brief overview of how businesses calculate both their expenditure and their profits in order to generate an "annual return" statement. How Expenditure & Profits are Calculated The Annual Return Statement
An overview of what customer segmentation and value propositions are, and a discussion on how they relate to each other and why they are important for businesses to understand and to get right. Overview of Customer Segmentation Overview of Value Propositions
A discussion on how businesses are organized and managed, together with a review of typical company org chart. How Businesses are Organized and Managed The Org Chart