A specific instance of the CSM working with a customer to help them realize value from the products and/or services they have purchased. Each customer engagement should be treated as a separate project by the CSM and should be measured and managed as such. It can also refer to the level which your customer responds [...]
A person who is or will be performing activities that are impacted by the project (and may therefore need to be communicated with and provided with appropriate training, support and incentives).
A user or group of users that will actually use your solution itself to perform one or more of their tasks.
A person - usually a middle or senior level manager - with responsibility for making decisions. Used particularly for those that make purchasing and renewal decisions.
Refers to customers gaining measurable value from the purchase and use of a product or service. Customer success is what all customers aspire to achieve. The role of the CSM (Customer Success Manager) is to guide, assist and advise the customer to help them maximize this success.
The average total value (calculated in revenues) from either all customers or a customer segment, throughout their entire relationship with the company.
The entire length of time in which a particular company or individual remains as a customer of the company.
Refers to the overall happiness or satisfaction that customers feel from all of their interactions with us.
A strategic quality that must be attained alongside all other CSFs in order for the initiative’s outcomes to be attained.
A project management technique that is used to find the longest path through a project in order to determine the total project's likely duration.