Practical Customer Success Management: A best practice framework for managers and professionals sets out our thinking on the role and importance of customer success and provides in depth explanations and discussion on how to use our best practice framework to deliver consistently high quality CS services to your customers whilst simultaneously enhancing your own productivity. The book also includes free access to a series of downloadable templates and checklists that simplify some of the CSM’s most complex tasks and greatly increase their efficiency.

The Certified Customer Success Management Professional (CCSMP) training course is an in-depth training and certification program that utilizes the Practical CSM Framework to take customer success managers from first principles right through to detailed guidance on how to complete the tasks that CSMs are required to accomplish at each stage throughout the customer lifecycle, with an accompanying online test to certify their knowledge and skill level. This course provides the most up to date and comprehensive training on CS tools, techniques and best practices available today, and can be delivered either as a self study course or in the classroom.