The resources listed below are available to the members of The Customer Success Association. If you have resources that you would like to share with the worldwide Customer Success community, please contact us.
Contents:
Fractional / Interim Customer Success Executive Leadership
Customer Support 101: A Guide for Senior Customer Success Executives
The Customer Success Case Studies
The Customer Success Executives Mailing List
The Customer Success Salary Guide 2024
The At-Risk Customer Success Group
The At-Risk Customer Success Group – Part 01
The At-Risk Customer Success Group – Part 02
The At-Risk Customer Success Group Questionnaire
The History of Customer Success – Part 2: The Development of Customer Success Technology
The Logic of Customer Success
Proving the Value of Customer Success – an example slide for all-hands meetings
Uplift Revenue Calculator (A downloadable spreadsheet)
Customer Success ROI and Customer Tiers Analysis Worksheet 02
Customer Success Research 2023: The Customer Success Ecosystem
The Customer Success Blueprint
The 2021 Customer Success Executive Job Requirements Survey Worksheet
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.)
The Customer Success Forum (on LinkedIn; over 61K members worldwide)
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
Customer Success Standards
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 *
