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
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.