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.
The short version
TLDRNine questions a Customer Success leader should answer, in order, before buying or building CSM training. Each question lists inputs, activities, outputs and hints.
First published 2021. Second edition 2026.
9 topics in 16 pages
- Q1 What do you need to achieve?
- Q2 Where are you now?
- Q3 What are your gaps?
- Q4 What capabilities are required? (with a capability explainer)
- Q5 How will you fulfil these capabilities?
- Q6 What are your practical challenges?
- Q7 How do you gain the authority to proceed?
- Q8 How will you measure impact and ROI?
- Q9 How will you manage the strategy?
5 ideas you can use this week
Start with outcomes, not courses
Define each outcome by quality (what it is), quantity (how much) and deadline (by when), then rank them before you look at any training.
A gap is to-be minus as-is
Document where the team is now by group, compare it with the target, and rate each gap 1 to 5 or 1 to 10 so you fix the important ones first.
Not every gap needs training
A capability is process, people and tools. Some gaps need a new process or tool instead; record those separately.
Write a business case they will read
Executive summary, purpose, outcomes, expenditure, roadmap and appendices. Keep it on cost, time and ROI; put detail in the appendix.
Decide how you will measure first
Pick KPIs before you start: participation, progress, certification outcomes and changes in performance. Measure ROI where a financial link is meaningful.
Questions
Related resources
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 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.
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.