Customer Success Attitudes to Training, Certification & CPD 2020/2021 Report

Are you curious about what affects training effectiveness to your Customer Success team? In this survey, CS leaders have identified and provided tips to solve the problem.

Author: Rick Adams, Peter Armaly, Scott Morgan
Year: 2021
Pages: 145
Publisher: Practical CSM Publications
Format: eBook PDF

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Recognizing and lessening the risks 

Worried about the value your team is gaining from training? Does your Customer Success team fail to meet your training expectations? Without knowing the problem, you are bound to repeat the same mistakes. Strategize to remove the risks and plan for success by solving the root cause.

What’s inside our Survey Report?  

Mindlessly choosing and implementing a training program results in unnecessary loss both time-wise, and most importantly, financially. It is painful to realize that training paid in hundreds, if not thousands of dollars, does not provide the desired outcome for your team, even more so when you do not know what precisely caused the problem.

Prevent and solve these issues answered by the prominent leaders of Customer Success. Read the survey and its results to: 

✔️  Understand what affects customer success training
✔️  Recognize the causative factors of the problem 
✔️  Correlate the factors affecting training to Customer Success attitude; and  
✔️  Form a strategy to solve these problems with tips from CS leaders

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Detailed Description  

A detailed analysis report of the 6-month survey was conducted from September 2020 to February 2021. The survey serves to broaden the understanding of Customer Success teams and their relationship to training, certification, and continuing professional development (CPD). The results were analyzed by three industry and business experts with over 50 years of experience.

Despite the rapid change in technology and the profession, too many CS leaders and professionals have not prioritized training. Therefore, it is of utmost importance to understand what is happening within the Customer Success profession. Open the curtains and start comprehending the truth behind the invaluable data that moves the discipline forwards.


✔️  Thank You to Our Sponsors
✔️  Introduction
✔️  About the Authors
✔️  About Practical CSM
✔️  Foreword: Jeb Dasteel
✔️  Foreword: Jeannie Walters, CCXP
✔️  Survey Findings
✔️  Survey Results

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About Rick Adams

Rick Adams

Founder, CEO of Practical CSM, & Author of our Customer Success Certification Program 

Rick Adams is an independent author, trainer, and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his startup software-as-a-service business, which he sold in 2012 to focus on writing, training, and consulting.

Delivering training and consultancy to hundreds of businesses and thousands of technology professionals in over thirty countries across four continents, Adams is now based on the rural west coast of Ireland, where he lives with his three dogs, Zeus, Terri & Brandi.

Adams’ recent work includes developing and delivering a global certification program on customer success management for Cisco Systems Inc. His book titled ‘Practical Customer Success Management: A best practice framework for managers and professionals’ was recently published by Routledge and is available from Amazon and all other book retailers. His current interests include helping individuals and companies develop best practices in customer success management and business outcomes-focused selling.

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Customer Success Attitudes to Training, Certification, & CPD 2020/2021 Report