The Practical CSM Framework: Manager’s Overview
The full Framework explained for CS leaders and business managers: what CSM is, how the Framework fits the company and how CS relates to CX. Foreword by Peter Armaly.
The short version
TLDRA free 138-page guide for CS leaders and business managers: what Customer Success Management is, why it matters, the full Framework, and how CS fits the company next to CX.
First published 2021. Second edition 2026. Foreword by Peter Armaly.
7 topics in 138 pages
- Defining Customer Success Management: what it does, why and how
- The CSM's purpose across the customer's journey, from challenge to purchase
- The three expertise domains (Industry, Product, Role) plus personal qualities
- Why frameworks work, with their advantages and disadvantages
- The three stages and seven phases of the Framework
- Old world vs new world value chains, adapted from Porter
- Customer Success vs Customer Experience (CX)
5 ideas you can use this week
A working definition
Customer Success Management is the best practice process of guiding and helping the customer towards the attainment of success.
Who needs a CS function
Companies that sell outcomes rather than products, especially cloud solutions sold as a service on renewable contracts.
Hire for three domains
Industry, Product and Role expertise, plus personal qualities. Keep 'must have' in job ads for true requirements only, so you do not narrow the field too far.
What CSMs do for the supplier
Build trust with senior decision makers, maximize retention and renewal revenue, spot upsell and cross-sell, organize advocacy and feed product development.
One way of working for the team
A framework makes KPIs known up front, lets activities be pre-approved, and gets new team members productive faster.
Questions
Related resources
The Practical CSM Framework: Practitioner’s Guide
A walkthrough of the seven-phase Practical CSM Framework for individual CSMs, from Preparation to Engagement Evaluation. Each phase covers purpose, activities and outputs.
Selecting the Right Training Strategy for Customer Success Management
Nine questions a CS leader should answer before buying or building training, from desired outcomes and gap analysis to ROI and implementation.
How Does CS Reduce Churn and Increase Renewals?
Churn and renewals explained with the leaky-bucket model, and how CSMs listen to customers to reduce churn. For startups deciding on a CS team.
Get certified on the Framework
The CCSMP certification (Certified CSM Professional) is built on the Practical CSM Framework: five levels in three packages, for individuals and teams.