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Customer Engagement Proposal

A simple template for creating a "customer success contract" or similar statement during Practical CSM Framework Phase Two: Commitment, that clarifies what work will be done and the types of help and assistance that the customer can expect from the CSM, together with an agreement on how the CSM will collaborate with the customer Download [...]

Who Benefits from Customer Success Management? (video)

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

Using Tools & Templates Part Two

Part two of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 4, 5, 6 and 7. Using Tools & Templates within Phase 4: Adoption Planning Using Tools [...]

Using Tools & Templates Part One

Part one of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 1, 2 and 3. Using Tools & Templates Using Tools & Templates within Phase 1: Preparation [...]

The Customer Success Knowledgebase

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 [...]