Customer Success Management is coming out of its infancy, growing and maturing fast. This is not just a book. It is the language, the best practices and the tools the profession was missing, in one place.
Why this book is different
Written from the trenches
Not theory. It was written by someone who spent years working with customers week by week, and it shows on every page.
The whole framework, phase by phase
Each phase of the Practical CSM Framework gets its own chapter, with the steps and the best way to perform each one.
Tools and templates you keep
Downloadable templates and checklists for the real tasks, explained in the book and yours to use on the job.
The source of the certification
This is the book our CCSMP certification is built on. Read it, and you are reading the original.
“This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often. You immediately recognize that it was written by someone with many years of deep experience working with clients. That is where Rick Adams’ book is differentiated from most of the other Customer Success content that has been published.”
Peter Armaly
Senior Director, Customer Success Strategy, Oracle
What is inside
The first chapters set out Customer Success Management as a professional practice: what it is, how it helps your company and your customers, and how to prepare for and run the role.
The heart of the book is the Practical CSM Framework. Each phase gets its own chapter that explains what happens in it, lists the steps, and shows the best way to perform each one, with downloadable templates and checklists for the real tasks.
The final chapter covers the most common pitfalls to avoid, how Customer Success fits within customer experience, and where the profession is heading next.
The details
- Author
- Rick Adams
- Published
- Taylor & Francis, 2018
- Length
- 278 pages
- Formats
- Hardcover, Paperback, Kindle
What you will take from it
Read chapter one free
Chapter one, “An overview of the Customer Success Manager’s role”, defines Customer Success, outcomes and KPIs, and sets out the 14 tenets of Customer Success Management. Enter your work email: the PDF opens straight away and a copy goes to your inbox.
Practical Customer Success Management: Chapter One, An Overview of the Customer Success Manager’s Role
The first chapter of the book Practical Customer Success Management (Taylor & Francis, 2018). It defines customer success, outcomes and KPIs, explains why CSM is growing and sets out the 14 tenets of Customer Success Management.
Read the summary and key takeawaysGet the full guide
- All your guides in one place
- Download without a form
- Your progress and next steps
Member? Log in to download without a form.
Want the whole thing?
The full book is available in hardcover, paperback and Kindle from Taylor & Francis, Amazon and all good book retailers. Already own the book? Get the templates and checklists on the book downloads page.
Prefer to listen? Hear Rick discuss the book with Bill Cushard on Helping Sells Radio. Listen to the episode.