A basic discussion on how the principles and concepts of customer success management apply not just to software-as-a-service companies or even to other companies that provide services on a contractr, but to all companies regardless of how their products and/or services are sold. Customer Success in Different Business Types
"Tenets" (or guiding principles) Four to Six of customer success are described and explained. These are "The CSM understands the customer's business", "The CSM is a researcher and an analyst" and "The CSM is a consultant and an adviser". The CSM understands the customer's business The CSM is a researcher and an analyst [...]
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
An explanation for what is meant by the term "business capability" and a discussion about how the concept of business capabilities can be used to define and understand eveything that a business does. Overview of Business Capabilities Using Business Capabilities to Model a Business
An overview of the BMM (Business Motivation Model), including discussion on each component of the BMM and how they come together to create meaningful change within a business. The Business Motivation Model (BMM) Using the BMM to Create Meaningful Change
Second of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to stakeholders and capabilities. Information to Research: Stakeholders Information to Research: Capabilities
Download This workbook explains how Customer Success Managers prepare and present a Customer Success Engagement Proposal. It focuses on defining the scope of the engagement, clarifying responsibilities between the supplier and the customer, and setting expectations for how the initiative will be managed. The material also discusses how tools such as RACI matrices and [...]
This section introduces the fundamentals of how businesses operate and why Customer Success Managers need a basic understanding of business concepts. It explains why businesses exist, how they create value for their owners and other stakeholders, and how revenues, costs, and profits are calculated. The workbook also explores how companies generate value for customers [...]