Definitions for the terms "renewals", "retention" and "churn" and a basic explanation of the CSM's role in maximizing renewals through increased retention and decreased churn. Customer Renewals and Retention/Churn
Definitions for the terms "land" and "expand" and a basic explanation of the CSM's role in maximizing renewals through increased expand opportunities. Land and Expand Sales Motions
"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 [...]
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
A discussion on how CSMs can both collaborate with colleagues in Sales and also provide direct sales involvement within their CS role. The Role of the CSM in Sales Activities