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Practical CSM Books

  • Practical Customer Success Management Is Not Just A Book…

    It’s A Whole Movement!

    Customer success management is coming out of its infancy, and is growing and maturing rapidly, yet so many CSMs are still guessing at what to do and how to do it. They are quite literally making it up as they go along, and this is not good for anyone - is it any wonder that the CS profession is known for its high burnout rate! So what are the challenges? ​Customers need to receive better quality help and guidance Companies need to gain increased revenue streamsCSMs need to become more efficient and effective in their role
  • A comprehensive structure for Customer Success best practice

    The purpose of the Practical CSM Framework is to provide simple to follow and highly practical, step-by-step guidance for CSMs at all levels of seniority. The Practical CSM Framework enables CSMs to provide consistently high quality end results for customers as well as increasing each CSM’s own productivity levels whilst reducing problems arising from errors and/or missions. Author: Rick Adams Year: 2020 Pages: 53
    This eBook provides a definition for and an explanation of the value that can be attained from the utilization of a comprehensive Customer Success framework. It then breaks the typical Customer Success engagement into seven phases, and each phase is described, with the recommended activities, processes and steps for each phase being clearly defined and (where necessary) illustrated.
  • Sale!
    Author: Rick Adams, Peter Armaly, Scott Morgan Year: 2021 Pages: 145 Publisher: Practical CSM Publications Format: eBook PDF
  • Sale!
    This eBook sets out to provide Business Managers and CS Leaders not just with an understanding of the core components of the Practical CSM Framework but also with an explanation for why frameworks are such powerful tools for professionals, and with an appreciation of the specific context in which frameworks can be used by Customer Success teams.

    “Thank you, I have downloaded your book and shared it with my team. It contains some great insights, and I love the framework!”

    Klaas Schippers Senior Customer Success Manager, Linnworks

    We hope you enjoy and benefit from the information you find inside these pages. For a detailed breakdown of the complete Framework, please purchase my book Practical Customer Success Management or complete the training to become a Certified CSM Professional. Author: Rick Adams Year: 2021 Pages: 135 Publisher: Practical CSM Publications Format: eBook PDF
  • Practical Customer Success Management Is Not Just A Book…

    It’s A Whole Movement!

    Take a peek into our book for FREE!

    Customer success management is coming out of its infancy, and is growing and maturing rapidly, yet so many CSMs are still guessing at what to do and how to do it. They are quite literally making it up as they go along, and this is not good for anyone - is it any wonder that the CS profession is known for its high burnout rate! ​So what are the challenges? ​Customers need to receive better quality help and guidance Companies need to gain increased revenue streamsCSMs need to become more efficient and effective in their role
  • Download our Free Practical CSM Framework PDF

    The Practical CSM Framework divides the CSM’s core duties and responsibilities into seven phases, contained within three stages

      The purpose of the Practical CSM Framework is to provide simple to follow and highly practical, step-by-step guidance for CSMs to follow. Following this guidance enables CSMs to perform all of the essential tasks shared by the majority of CSMs in a way that ensures consistency of end results for customers as well as increasing each CSM’s own productivity levels and reducing problems arising from errors and/or omissions.

    What is more, the Practical CSM Framework is COMPLETELY FREE TO USE