Reporting on Financial Value Realization It's my belief that business consulting and financial reporting should be a normal part of

Context This article is lifted pretty much word-for-word from Module Nine of my upcoming "Certified CSM Professional" training and certification

Customer Success Engagement Evaluation   Why Evaluate What We Do? In Customer Success as in so many other professions it’s

Overview Our Mission at PracticalCSM.com is to provide customer success managers and indeed all professionals that have a customer facing

This article is lifted almost entirely word for word from my company’s upcoming Certified CSM professional training program that launches

The 14 Tenets of Customer Success Management Here are a fourteen tenets (or principles) by which a CSM should live.

The Role of Customer Success Managers in Providing a Joined Up Customer Experience What is a joined up customer experience?

Is Customer Success Management Worthwhile? Why bother? Customer success management is a lot of effort, so why take all the

Who Benefits from Customer Success Management? If you have read my book Practical Customer Success Management: A best practice framework

  Things that go Bump in the Night There are many things that can go wrong in business just as