The Customer Success Library: Table of Contents

The resources listed below are just some of what will be available shortly as older entries are updated and new content is readied for publication.  If you have resources that you would like to share with the worldwide Customer Success community, please contact us.

Contents:

 

The Customer Success Training and Certification Report 2021

The Customer Tiers Analysis Worksheet  (+ downloadable spreadsheet)

The Customer Success Budget – A Tactical Template (+ downloadable spreadsheet)

The State of Data Onboarding 2020  (+ downloadable pdf document)

An Effective Customer Onboarding Checklist  (+ downloadable pdf document.)

Customer Success Metrics That Matter (+ a downloadable spreadsheet.)

Some Things Haven’t Changed – A video session from the very first Customer Success Conference

The Future of Customer Success – An eBook by Catalyst Software

The Customer Success Outsourcing Registry

The Customer Success Outsourcing Catalog

The CSM Competency Standard – Basic Level

The 2020 Customer Success Salary Guide (USA)

The Definition of Customer Success

The Mission of Customer Success

The Technology of Customer Success

The History of Customer Success

The Customer Success Technology Vendors List

The Customer Success Technology Suite Map

The Questions of Customer Success

Strategy *

Process *

People *

Technology *

Customer Success Books & Publications

The Customer Success Index *

Customer Success Consultants

Customer Success Consulting Services

Customer Success Training

Customer Success Training Catalogue

Customer Success Recruiting

Customer Success Recruiting Map

Customer Success Briefings

Customer Success Conferences

The Customer Success Directory

Briefing: The Process of SaaS Support

Setting Appropriate Expectations for Support *

Hours of Operation *

Customer Usage of Support *

Access Channels *

Categorization of Service Requests *

Volume of Service Requests by Category *

Resolution of Service Requests *

Metrics *

Commentary *

Data, Methodology and Results *