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The Customer Success Handover

A discussion about the importance of CSMs receiving a high quality handover at the start of any new customer engagement from sales, account management, design and/or other specialists within the CSM's company who have already encountered or had dealings with that customer   Overview Of course every customer and each customer engagement will be somewhat [...]

Providing a Joined Up Customer Experience

A discussion about the importance of providing a seamless (or joined up) customer experience as customers move through their journey from initial idea to purchasing to implementation and finally to value realization, and the role of the CSM in ensuring this seamless quality is maintained.   The Role of Customer Success Managers in Providing a [...]