The blog
Metrics and value
Health scores, KPIs, NPS, ROI and proving the value customers get.
What is a “Customer Segment” and why might I segment my customers? – Rants&Musings with Rick Adams
Let's hear the rants and musings with Rick Adams about "What is a “Customer Segment” and why might I segment my customers?”.
Are You Selling Products or Outcomes? – Rants&Musings with Rick Adams
Let's hear the rants and musings with Rick Adams about "Are You Selling Products or Outcomes?” You may view this article here!
Measuring Customer Success ROI – Replay of Live Conversation with Rick Adams and Peter Armaly
Let's hear the rants and musings with Rick Adams about "Measuring Customer Success ROI” You may view this article here!
What is NPS and how is it calculated? – Rants&Musings with Rick Adams
Rick Adams, author of the Practical CSM Framework, explains what NPS is and how you calculate it in this video.
Leading and Lagging indicators – Rants & Musings with Rick Adams
Let's hear the rants and musings with Rick Adams talk about "Leading and Lagging indicators". You may view this article here!
How to Define our Customers Outcomes? – Rants & Musings with Rick Adams
Let's hear the rants and musings with Rick Adams talk about "How to Define our Customers Outcomes?". You may view this article here!
Who Benefits from Customer Success Management?
Learn more about the importance of customer success and who may benefit from it with the help of Practical CSM.
Uncovering the Hidden Financial Value of Indirect Benefits
Customer and user perception has immediate and indirect financial advantages. Case studies and indirect advantages.
Presenting Financial Performance Information
Article from Engagement Module CSMs should examine how to incorporate these topics into their client presentations or help their customer contacts do so.
The CSM Personal Evaluation Tool
A Personal Evaluation Tool, an Engagement Evaluation Tool, and a Roadmap to Engage Senior Decision Makers are discussed in Video Two of Module Nine.
Maximizing the Value from Complex Initiatives
Introduction to the RAPAM Model and how to apply it to complex projects to improve performance by reducing time to create value and increasing...
Customer Success Engagement Evaluation
CSMs should examine their actions to learn lessons, discuss best practices, and template materials for future engagements.
