Customer Success articles and videos

Scaling Customer Success: Part 1 of 4

Planning for Product Adoption – The First Two Steps

The first two are crucial since you'll learn what to do in terms of adoption and process changes.

A New Approach to Scaling Customer Success – Part 2

In the second section, we learn about a special method of targeting certain clientele while providing CS. Pick one method that works best.

A New Approach to Scaling Customer Success – Part 1

In the first segment, we'll address the problem CS teams face when expanding customer success solutions to more clients.

The Customer Success Handover

Here, we describe two significant delivery considerations. Internal connection and pre-adoption team value.

Uncovering the Hidden Financial Value of Indirect Benefits

Customer and user perception has immediate and indirect financial advantages. Case studies and indirect advantages.

“Culture Fit” or “Culture Add”?

Here we discuss why CSM is crucial and how to incorporate it into your current process. A difference between "culture fit" and "culture add".

Problem Solving 101 for CSMs

CSMs monitor, assess, and convey customer value in Phase 6. So decision makers may renew contracts and substitute items based on value.

Presenting Financial Performance Information

Article from Engagement Module CSMs should examine how to incorporate these topics into their client presentations or help their customer contacts do so.

The CSM Personal Evaluation Tool

A Personal Evaluation Tool, an Engagement Evaluation Tool, and a Roadmap to Engage Senior Decision Makers are discussed in Video Two of Module Nine.

Practical Customer Success Management: Author Interview

An interview with Rick Adams about “Practical Customer Success Management: A best practice framework for the rapid development of customer success”.

Maximizing the Value from Complex Initiatives

Introduction to the RAPAM Model and how to apply it to complex projects to improve performance by reducing time to create value and increasing...