Download This case-study exercise focuses on personal evaluation and career development for Customer Success professionals. Learners assess their current capabilities against the Customer Success tenets, evaluate their strengths and gaps using the Personal Evaluation Tool, and create a practical plan for developing their skills and progressing their career over the next six to twelve [...]
Download This section explains how Customer Success Management benefits both the customer and the supplier. Customers gain value through successful onboarding, adoption, and value realization, while the supplier benefits from stronger relationships, better understanding of customer needs, and increased likelihood of renewals and expansion. It also introduces the idea of a partnership-style relationship focused [...]
Download This section introduces the final module, which brings together the full end-to-end Customer Success process using the Practical CSM Framework. It discusses how teams can manage customer engagements from initial preparation through value realization, while emphasizing the importance of centralized knowledge management, consistent frameworks, and the use of tools and templates to standardize [...]
Part three of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 5 to 7, namely lack of insight into customers' needs, too much time spent on admin, and lack of best practice resources. Pitfall 5: A Lack of Insight Into Your Customer's Business Pitfall 6: Too Much [...]
Part one of three about common CSM traps and pitfalls. This part provides an overview of some of the most common problems, challenges, traps and pitfalls that CSMs might encounter and a discussion on pitfalls 1 and 2, namely doing too much for each customer, and not leaving time for CPD. Common CSM [...]
Part two of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 3 and 4, namely not understanding your own success strategy, and focusing on technical instead of business issues. Pitfall 3: Not Understanding Your Own Company's Customer Success Strategy Pitfall 4: Focusing on Technical Instead of Business [...]
An overview of the principles benefits to both customer and supplier of having a partner/partner relationship approach rather than a buyer/supplier relationship, together with an explanation of the "shared risks, share rewards" model. The Partnering Approach The "Shared Risks, Shared Rewards" Model
A discussion on who benefits from customer success management and how customer success management can be used during sales and marketing activities to help differentiate the solution from competitors' offerings. Who Benefits from Customer Success Management? Customer Success Management as a Sales Feature
Part two of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 4, 5, 6 and 7. Using Tools & Templates within Phase 4: Adoption Planning Using Tools [...]
Part one of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 1, 2 and 3. Using Tools & Templates Using Tools & Templates within Phase 1: Preparation [...]