What is “Customer Success Management”?
If a business wants to retain its customers and have them continue to purchase more of its products and services it needs to make sure those customers attain their desired outcomes from the products and services they have already purchased. That’s what customer success is all about – helping your customers to achieve their goals through using the products and services they have purchased from your company.
Customer success management is both a philosophy and a department. It is a philosophy (or culture) because everyone within the entire company needs to become customer-centric by aligning their activities to the over-arching need to drive business success for customers within everything that the company does. It is also a department that contains professionally trained customer success managers (CSMs) who have the knowledge and skills to engage with customers to help them with onboarding, adoption, value generation and value realization (measurement) to ensure that customers attain their desired outcomes from the purchase and use of the company’s products and services.
How do we help with customer success strategy?
We work with your senior leadership team to understand your company’s unique vision for the future, its strengths, weaknesses and challenges and its current customer success offerings. Then we facilitate a two part workshop. In the first part, we brief your senior leaders on current customer success best practice and overview all of the critical issues that need to be considered when developing a customer success strategy. In the second part, we facilitate the process of brainstorming, discussion, negotiation and ultimately consensus forming to create your organization’s new customer success strategy and a high level customer success roadmap for the next three years that utilizes customer success best practices and which takes into account both your organization’s current situation and its future vision and objectives.
How do we help with customer success delivery?
Our framework – The Practical CSM Framework enables customer success managers to rapidly and consistently provide best practice help and guidance to customers to assist those customers with onboarding, adopting, utilizing and measuring the value generated from the products and services they have purchased from your company. The Practical CSM Framework is free for companies to use as-is or to adapt as they see fit, and the entire framework is laid out in our book – Practical Customer Success Management: A best practice framework for managers and professionals.
Our book – 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 called the Practical CSM Framework. 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.
Our training – The Certified Customer Success Professional training course is a three day (or equivalent when taken online) in-depth training course 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, and an accompanying online test to certify their knowledge and skill level.
Our consultancy – Our consultancy services are designed to provide executive business decision makers and CS leaders with the confidence needed to make the right decisions around customer success strategy, and to implement that strategy in an efficient and effective way. We recognize the need for CS both to deliver successes for your customers and to prove the ROI of its outputs to your own organization’s top executives, including the CEO and CFO. Our consultants will work with you, wherever in the world you are to create and implement the best possible CS strategy for your company.
Our Business Owner – Rick Adams
Rick Adams is an independent author, trainer and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Having delivered his services to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents, Adams is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri.
Adams’ recent work includes the development and delivery of a global certification program on customer success management for Cisco Systems Inc. He has recently finished writing his first book titled Practical Customer Success Management: A best practice framework for managers and professionals which will be published by Routledge in the summer of 2019. His business interests include helping individuals and companies develop best practices in customer success management and in business outcomes focused selling.
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