The purpose of the Practical CSM Framework

It makes no sense to reinvent the wheel, as doing so is both painful and time-consuming. It can also lead to mistakes that will cause the overall quality of output to drop alongside the apparent reduction in the quantity of output.

The purpose of the Practical CSM Framework is to provide simple to follow and efficient, step-by-step guidance for CSMs to follow. Following this guidance enables CSMs to perform all of the essential tasks shared by most CSMs to ensure consistent results for customers, increase each CSM’s productivity levels, and reduce problems arising from errors or omissions.

Fully Customizable to Fit Your Requirements

Every organization is unique, and the Practical CSM Framework was designed with this in mind. The framework’s purpose is not to dictate to your company what tasks to do or what actions to perform. The Practical CSM Framework is there to provide structure and guidance for you and your team to develop its own best practices.

Using the Pareto Principle (i.e. the 80/20 rule), you can immediately apply the majority of the framework directly and customize any necessary aspects to make it fit your specific needs.

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Practical CSM Framework Phases

Within each phase, the CSM will find a list of tasks to accomplish, together with practical, step-by-step help and advice for actions to perform all of the functions needed to complete the phase successfully.

Contents

What is a Framework and Why is it Useful?
Overview of the Practical CSM Framework
Practical CSM Framework Stages
Practical CSM Framework Phases

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About Rick Adams

Rick Adams is an independent author, trainer, and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his startup software-as-a-service business, which he sold in 2012 to focus on writing, training, and consulting.

Delivering training and consultancy to hundreds of businesses and thousands of technology professionals in over thirty countries across four continents, Adams is now based on the rural west coast of Ireland, where he lives with his three dogs, Zeus, Terri & Brandi.

Adams’ recent work includes developing and delivering a global certification program on customer success management for Cisco Systems Inc. His book titled ‘Practical Customer Success Management: A best practice framework for managers and professionals’ was recently published by Routledge and is available from Amazon and all other book retailers. His current interests include helping individuals and companies develop best practices in customer success management and business outcomes-focused selling.