Basic CSM – Change Management Skills for CSMs

Customer Success Management is one of those roles that sits in the middle of many existing duties. It takes aspects of each of them (and more) and re-utilizes those aspects for its own purpose – that of assisting the customer to attain its desired or required outcomes...

The Practical CSM Framework

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS...

Business Fundamentals

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what a business “is” and how it generates value. It explains business capabilities, customer segments and value propositions and it examines business...

Managing Stress

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what stress “is” and how it is caused, what happens when we undergo stress, and most importantly what we can do both to strengthen ourselves so that we...

The Practical CSM Framework

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS...

Customer Success Fundamentals

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what customer success “is” and how it benefits both customers and the supplier. It explains the role of the Customer Success Manager (CSM) and discusses...

Business Fundamentals

  This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what a business “is” and how it generates value. It explains business capabilities, customer segments and value propositions and it examines...

Managing Stress

. This workshop has been run many times and received very high reviews from attendees. It will cover the basics of what stress “is” and how it is caused, what happens when we undergo stress, and most importantly what we can do both to strengthen ourselves so that we...

The Practical CSM Framework

. The Practical CSM Framework is a simple but highly effective framework for customer success management. It divides the typical customer success “journey” into seven key phases, and provides a pre-created set of responses to the most common challenges faced by the CS...