Deploying Customer Success using a Framework
A framework is a bridge that crosses the gap between failing efforts and success. It’s a structure that keeps Customer Success strategies in the right place and time to maximize its benefits for customers to attain value.
With the help of the right framework, Customer Success teams can become more efficient and productive in their work. Frameworks can provide rapid improvements by identifying knowledge gaps to better support customers relative to their expected outcomes. In a recent interview, the Practical CSM Framework was thoroughly discussed by Rick Adams and Peter Armaly:
7 Key Responsibilities of CSMs
There are 7 phases of the Practical CSM Framework, from Preparation to Value Realization phases. In each of these phases lie the main actions of Customer Success Managers in a team. What do the Customer Success Manager and team need to prepare and how to conduct these actions properly?
How to Evaluate Progress
Implementing and evaluating the effectiveness of strategies implemented are two very different but important processes to assess a Customer Success team’s progress in helping customers reach their goals. Each phase of Customer Success Management requires KPIs that provide you with an insight into what strategy is working for a customer and what isn’t.
By identifying the problems and opportunities within the customer’s ability to generate value, the Customer Success team can design a plan that ensures satisfaction and growth, customer and company-wise.
