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 streams
CSMs need to become more efficient and effective in their role
How can these challenges be overcome?
What if you – the CSM – were fully in control of the situation right from the get go? What if you had a roadmap for the entire customer engagement all ready to go at the start of the journey? And more even that that, what if at every major stage in that journey you knew just what to do and how to do it, and you even had a series of checklists and templates at your disposal to ensure that you do everything you need to do in the right order, to the right quality and without missing out any vital steps?
Can a book about Customer Success Management change your whole career?
Practical Customer Success Management is much more than just another book about Customer Success. It sets out everything that the CSM needs to do at each stage of the journey to customer value realization. This is achieved by taking the reader through the seven phases contained within the author’s best practice framework – the Practical CSM Framework. It provides a roadmap for the entire end-to-end journey of engaging with customers to help them realize their outcomes and in doing so ensures the CSM’s own company attains its own successes, including increased renewals and “expand” opportunities, increased advocacy, and improved relationships with customer stakeholders .