Utilizing RACI Matrix in Customer Success  Which Roles does the Customer Success Team fill?  Customer Success Managers are typically responsible for a large number of accounts, each with varying levels of complexity, and can struggle when it comes to prioritization, account planning, and delegation. The RACI Matrix is designed to help you organize your team's work so you can prioritize which tasks should be done first based on their impact on the overall project or account success. It is a tool that CSMs can use to ensure all actions required for a customer's success are assigned, communicated, and tracked

How to conduct a Pilot Study in Customer Success  Three steps to a successful pilot study  A pilot study in Customer Success is essential to ensure that your duties as a Customer Success Manager are done most efficiently. If you’re new to the role, or if your organization has been around for a while but hasn’t yet formalized its customer success program and processes, then it may take some time to figure out how best to engage with customers and make sure they are happy with their experience. A pilot study can help you navigate these challenges by giving

Why Customer Success is Still in Demand, Even in These Tough TimesChange brings uncertainty and challenges, but it also brings opportunities to innovate and grow. The previous business strategy of just providing products and services is long gone- the customers are now looking for organizations willing to go beyond and help them in their journey towards outcome realization. Companies increasingly understand how beneficial it is to ensure customers' success. With the effectiveness of Customer Success to deliver high-value generating opportunities, the world may be changing, but customers and companies continuously demand more from Customer Success Managers.   Customer-centricity is the future. You're probably wondering:

Five (5) Ways to improve your productivity How do you improve productivity in Customer Success? Customer Success has brought significant improvements both to companies and customers. With their ability to help customers generate the most value from a product or service, companies improve their renewal rates while gaining more net new customers. However, Customer Success Managers can only do so much of a lot of things. One major problem that many Customer Success Managers face is how to keep up with all of the different things they need to do each day.  CSMs are expected to do so many

Meeting Best Practices for Customer Success Managers Seven (7) Tips to Effectively Manage Meetings Customer Success Managers play an essential role in every business. They help ensure your customers are happy and are achieving their expected outcomes. Most importantly, they proactively ensure that your customers become so successful with you that they won't consider leaving your products or services for any other else.   However, customers aren't the only people CSMs interact with, as it's also their job to ensure that their actions would lead toward the organization's goals for the company's version of success. Relative to this, they must

Success Coach VS. Customer Success Coach Three (3) reasons why you need a Customer Success Coach. A Customer Success coach helps CS professionals gain the knowledge and skills to generate value effectively. In other words, Customer Success coaches pave the way for Customer Success Managers to become better at Customer Success Management. At the same time, Success Coaches work with individuals on that individual's personal and career development, to help them achieve their own goals. Both Customer Success coach and Success coach work with outcome attainment, so how are they different?  A customer success coach works only with CSMs

Rick Adams, CEO, and Founder of Practical CSM talks about Change Management with Gainsight’s RVP of Customer Success, Adam Joseph. Change is stressful and risky- but how can we make it work for us? Change happens quickly, and the process is stressful; however, inevitable to proceed and grow. Companies and customers equally transform for the better and continuously expect to improve over time. However, ineffective change management has caused failure for multiple projects. Commonly, there was little to no preparation and no one to support the customers and the company during the transition. What are the best

Practical CSM officially reached 100,000 students on LinkedIn Learning. Customer Success Management is indeed challenging to understand. Being a new and rapidly growing field, many aspiring CSMs are left asking- what do I need to be an effective and competitive Customer Success Manager? Practical CSM aims to make Customer Success easy for everyone. For this, we have dedicated ourselves to providing high-quality learning content that is easily accessible and digestible. This is why, on May 17, 2022, we are pleased to announce that we have reached more than 100,000 students on LinkedIn courses covering: • Customer Success

Rick Adams, our CEO, and Founder is set to judge who will be the best in Customer Success. Customer Success is a rapidly growing profession whose value is sought-after by companies as it sets the path toward scalable growth. Spearheaded by customer-obsessed CS professionals, companies begin to reach greater heights- revenue and product-wise. To celebrate all the accomplishments in the Customer Success profession, the Customer Success Excellence was organized and will be the world’s first-ever award ceremony dedicated to Customer Success. On its most awaited launch on June 15, 2022, in London, our CEO and Founder Rick

6 Essential KPIs in Customer Success KPIs that matter the most for Customer Success Management Customer Success Key Performance Indicators or KPIs are the measurements that help us identify and quantify the effectiveness of Customer Success Management in delivering value back to our business. These KPIs allow us to reveal how we are doing as an overall CS function and what ROI we provide to our company. Mistakes won't be rectified without proper evaluation of the value generated by our Customer Success Management activities, and improvements are much less likely to be made. These KPIs' measurement, analysis, and reporting

“Green” Customer Churns: What went wrong? Three (3) reasons why "green" customers leave There are times that we get surprised by unexpected churns. We believed that everything was going well with the customers, their health scores were all green, and they appeared to be utilizing your product or services well. Then suddenly, they decided to leave. These “green” customers who left are known as blind churns. Blind churns are when customers seem to leave for no reason. However, Iceberg IQ stated that there is no such thing as blind churns. Customers leave due to various reasons that you have

How To Connect With The Customers? Fully understand your customers with the right approach. A major responsibility of a Customer Success Manager is to understand the customers. You must know how to put yourself in their shoes and view a problem through their eyes. However, it is easier said than done. When talking to the customers to fully grasp their situation, what should you do, and when is the best time to speak and listen? Practical CSM’s CEO, Rick Adams, shared tips on connecting with the customers and understanding them. To form a good relationship with the customers, you

Three (3) Tips for work-life balance Holiday Edition: Mother’s Day in Customer Success It is not wrong to say that Customer Success Managers are customer-obsessed. They focus all their attention on the customers, exploring opportunities to help them achieve their goals. Sadly, it makes balancing work and life burdensome. Many Customer Success Managers have reported burnout, especially mothers who put their children above themselves. Mothers in Customer Success have constantly been experiencing difficulties managing their job and children- but this doesn’t hinder them from helping customers attain their expected outcomes. They have done their best, and we acknowledge them

8 Steps to Turn Touchpoints into Opportunity Identifying and optimizing touchpoints, bringing customers closer to success As we all know, Customer Success is providing the value our clients expect from us. But before we can do so, we must first prove that we are worthy of their time, that we are the ones perfect for helping with their needs. In each interaction with a potential client, we have the chance to convert them to our customers and drive them towards loyalty. Touchpoints are the interaction between the company and the customer throughout the customer journey. A good customer interaction

What is a Customer Health Score?Calculate Customer Health Score in 5 Easy StepsThe Customer Health Score is a flexible metric wherein Customer Success Managers measure in various ways. A low health score indicates a need for more attention to the customer to improve the customer’s experience. The Customer Health Score allows companies to form their own goals in response to the metrics that make the most sense to the business.But is the Customer Health Score significant?Evaluating the Customer Health Score provides a data-driven, evidence-based approach to preventing churn and identifying growth opportunities. If the score drops sharply, it is a