Customer Success Attitudes to Training, Certification and CPD: 2020/2021 Report
Survey of 219 Customer Success teams on training, certification and CPD, with findings by region, revenue, ownership and team size. Historical research.
The short version
2021 report.
5 ideas you can use this week
219 CS teams surveyed
The survey ran from October 2020 to March 2021 with CS leaders and department heads worldwide: 40 questions, 33 of them analyzed across capability, needs and training activity.
Workload is unsustainable
Every grouping averaged 9 out of 10 for "How busy is your team?" and 7 to 8 out of 10 for how rapidly teams must adapt to changing needs.
Experience lags confidence
Teams rated their efficiency, effectiveness and responsiveness around 7 out of 10, but experience and maturity only 5 out of 10, except the largest public companies.
Training spend is tiny
Average annual training spend per team member was $0 to $150, against $986 per head on leadership training (PPS International, 2019) and $2,020 per salesperson on sales training (ATD, 2020).
Invest 2% to 4% of salary
The authors recommend 2% of salary as a bare minimum to maintain average capability, and 4% for lagging teams to catch up.
Questions
Get certified on the Framework
The CCSMP certification (Certified CSM Professional) is built on the Practical CSM Framework: five levels in three packages, for individuals and teams.