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.
Community and Customer Success in 2023
It's time to take a look at what the future of Community and Customer Success might hold. Check out Practical CSM’s three predictions for...
Utilizing Data and Technology to support Customer Success Management efforts 
Data and technology are essential components of successful business operations, providing the insights and tools needed to manage customer success effectively and any aspect...
How Customer Success Managers Can Reduce Churn and Increase Retention in 2023
Churn, or customer churn, is the term used to describe when customers decide to stop doing business with a company. It is a particularly...
Customer Success Manager Salary Levels
To be a great CSM, you need a combination of knowledge, skills, and experience including: Customer domain knowledge (an understanding of your customers' industries...
Melting Pot or Salad Bowl
I have worked and managed at both ends of the behavioural spectrum. As a trader in London's financial markets, I encountered a high-pressure environment...
Take Me to your Leader
Whatever your industry or sector, the number of competitors in your marketplace, each with their own value proposition and each with their own approach...
The 5 Whys
Most of us have been confronted with either our own or other peoples’ small children repeatedly asking ‘Why…?’. This can be frustrating, but it...
She canna take anymore Cap’n’
You often hear that the wife is the last to know when their partner is having an affair. Well, you could say something similar...
2023 for CS Management
Customer Success has come a long way since its inception. In 2023, Customer Success Management will be more developed and widespread than ever before....
Active Listening
A few years ago, I had a very interesting lunch with a linguistics professor. His area of interest was AI speech recognition and understanding...
Workload Pressure: Its Management for Success
Being responsible for the overall post-sales journey towards the customer’s outcome success, it is common to find Customer Success Managers buried in work and...
Customer Success Survey 2023 – Two Preliminary Findings
Thank you to all the Customer Success Leaders who have already contributed to our Customer Success Management Training & Certification Survey 2022/23. The good...
