The Practical CSM Framework: Manager’s Overview

A guide for Customer Success Leaders in framework implementation in Customer Success

Author: Rick Adams
Year: 2021
Pages: 135
Publisher: Practical CSM Publications
Format: eBook PDF

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Framework Scrutinized: What, Why & How

Is it challenging to put theories into practice? Are you having a hard time following a framework in real-life situations? This e-book is designed for you!

This book provides the leaders of businesses and customer success teams with the ability to implement the framework of success. Be able to:

✔️ Understand the core components
✔️ Grasp the importance of framework in Customer Success
✔️ Identify the right time to implement the correct strategy
✔️ Apply the framework to success

Are you a Customer Success Manager? You might want to look at this book’s companion: Practical Customer Success Management: A best practice framework for rapid generation of customer success.

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What’s inside our Training Guide?

Comprehend the most complex concepts and apply them in real-life situations without much effort: this book supplements business and customer success leaders with the information to implement the strategy correctly.

An engaging 135-paged e-book that makes the Customer Success Framework easy, tackling:

✔️ Customer Success Management
✔️ Practical CSM Framework
✔️ How Customer Success Management Fits within the Company


“I finally had a chance to review the “Practical CSM Framework Manager Overview” eBook this morning and I think it’s terrific, as it simplifies and explains the complexity behind a well-executed CS service. It’s a great distillation of your full “Practical Customer Success Management” book, and even on its own serves as a solid starter guide for a leader to begin the plan for establishing a CS organization and practice.”

Peter Armaly
Senior Director, Customer Success Strategy Oracle


Detailed Description

Practical Customer Success Management: A best practice framework for rapid generation of customer success published in 2019 has opened the door of opportunities in Customer Success. Laying out the entire process of managing customers, it discussed what, why, and how to perform specific tasks every step of the way to drive value.

To guide and accompany LEADERS and DECISION MAKERS, The Practical CSM Framework: Manager’s Overview is designed to provide

✔️ High-level overview of Customer Success Management
✔️ CSM’s value to Customers and Companies
✔️ In-depth discussion of Practical CSM Framework and how it works


Defining Customer Success Management
What does it do?
Why does it do it?
How does it do it?

The Practical CSM Framework
What are Frameworks?
The Practical CSM Framework
Practical CSM Framework Stages
Practical CSM Framework Phases

How Customer Success Management Fits within the Company
Old World Vs New World Value Chains
Customer Success Vs Customer Experience
Old World Vs New World Value Chains with CX



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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The Practical CSM Framework: Manager’s Overview