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...

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...

There Ain’t No Such Thing As Free Customer Success

You may not be openly disclosing to the customers how much of their subscription is to cover the expense of the Customer Success group, but they are certainly paying for it nevertheless.  If challenged, could you make the value case for the fee? Just as you can’t...