The first three chapters of this book set out the basic concepts of customer success management as a professional practice and explain for the reader what customer success management is all about, how it helps the company that the CSM works for and how it helps that company’s customers to realize more value from the products and services they purchase from that company. These initial chapters also explain how to prepare for the CSM role and how CSMs should go about managing their time, as well as explaining the role of research, analysis and planning within the context of customer success management and the critical path for CSMs to follow to maximize their effectiveness.
The major part of the book provides a detailed review of the Practical CSM Framework itself. Each phase within the framework gets its own chapter, which describes what happens within that phase, lists and explains the steps within it and provides recommendations and instructions for the best way of fulfilling each step. Additionally, a series of downloadable templates and checklists have been created to assist the CSM with their tasks, which are explained within the book and can be downloaded from the www.practicalcsm.com website.
The final chapter provides some concluding thoughts on how CSMs can best prepare themselves for their role and how they can avoid some of the most common customer success pitfalls and traps. The chapter also discusses how customer success fits within the overall concept of customer experience and concludes by providing some ideas around how the customer success management profession might evolve and adapt in the future.
As well as the book itself, readers get access to an entire suite of downloadable tools and template.