"Tenets" (or guiding principles) One to Three of customer success are described and explained. These are "The CSM Exists to Create Value for Their Own Company", "The CSM's primary task is to help customers attain measurable value from using their company’s products and services" and "The CSM is a subject matter expert in [...]
"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 [...]
"Tenets" (or guiding principles) Seven to Nine of customer success are described and explained. These are "The CSM is an educator", "The CSM is a communicator" and "The CSM is an influencer and an enabler". The CSM is an educator The CSM is a communicator The CSM is an influencer and an enabler [...]
"Tenets" (or guiding principles) Ten to Twelve of customer success are described and explained. These are "The CSM is a planner and a project manager", "The CSM is a problem solver" and "The CSM is a pragmatist". The CSM is a planner and a project manager The CSM is a problem solver The [...]
"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 [...]