"Tenets" (or guiding principles) Thirteen to Fourteen of customer success are described and explained. These are "The CSM proactively seeks further sales opportunities" and "The CSM should do as little as possible - ideally nothing at all". Advice is also provided for CSMs to reflect upon their own knowledge, skills and experience. The [...]
Download This template provides a personal evaluation tool for Customer Success Managers to assess their performance after completing a customer engagement. Using a spider chart with a 0–10 rating scale across multiple capability areas, the template helps individuals reflect on their effectiveness, identify strengths and gaps, and determine where to focus future Continuing Professional [...]
An explanation of the concept of a customer success knowledgebase, together with a discussion on data protection, data redundancy and how to manage data and information storage and management systems. The Customer Success Knowledgebase The Customer Success Knowledgebase: 1 - Data Protection The Customer Success Knowledgebase: 2 - Data Redundancy The Customer Success [...]
An overview of KSA (knowledge, skills and attitude) and how KSA levels of impacted users affect the onboarding process. Knowledge Skills & Attitude (KSA) Concepts