The blog

Customer Success articles and videos

Practical ideas on Customer Success Management from Rick Adams and the Practical CSM team: skills, metrics, onboarding, renewals and the career.

Renewals and churnMay 3, 20235 min read

Eight Things the Customer Success Team Should Do in a Recession – Part 2

There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of...

CSM skillsApr 28, 20236 min read

6 Ways Emotional Intelligence Can Make a Positive User Experience

Emotional Intelligence (EI) is the ability to recognize, understand, and manage our emotions and those of others. It includes self-awareness, self-regulation, motivation, empathy, and...

Renewals and churnApr 28, 20234 min read

Effectively Handling Customer’s Renewal Objections in Customer Success Management

Customer objections are a common occurrence in Customer Success Management. A customer who objects against renewing their contract definitely has a reason for doing...

Renewals and churnApr 25, 20233 min read

Eight Things the Customer Success Team Should Do in a Recession – Part 1

There were a lot of great points made in my recent interview with Nick Mehta, CEO of Gainsight, but there was one aspect of...

Metrics and valueApr 13, 20234 min read

5 Factors Affecting Customer Satisfaction

Customer satisfaction is one of the most important elements to consider for Customer Success. Companies need to understand what factors can impact a customer’s...

Leading CS teamsApr 13, 20235 min read

Maximizing Community in Customer Success Management

Effective Customer Success Managers know that creating and maintaining a strong sense of community among their customers is essential to ensuring long-term success. But...

Leading CS teamsMar 23, 20235 min read

Why Frameworks Succeed

Einstein is supposed to have defined insanity as 'doing the same thing over and over and expecting different results'. So logically, sanity is doing...

Training and certificationMar 15, 20234 min read

How can CS Management Training and Certification Help YOUR Company to Grow Revenues?

Customer Success Management is an approach to managing customer relationships that ensures they obtain value from the services or products they have purchased. It...