Putting It All Together Exercises
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PCSMA Module 10 Workbook 2
The second of two workbooks covering Certified CSM Professional Module Ten: Putting it all Together Download
PCSMA Module 10 Workbook 1
The first of two workbooks covering Certified CSM Professional Module Ten: Putting it all Together Download
Common CSM Traps & Pitfalls Part Three
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 [...]
Common CSM Traps & Pitfalls Part One
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 [...]
Common CSM Traps & Pitfalls Part Two
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 [...]
Partnering with Customers
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
Who Benefits from Customer Success Management? (video)
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
Using Tools & Templates Part Two
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 [...]
Using Tools & Templates Part One
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 [...]