The Practical CSM Framework: Manager’s Overview

by Rick Adams

QUICK OVERVIEW This book provides Business Decision Makers and CS Leaders not just with an understanding of the core components of the Practical CSM Framework but also with an explanation for why frameworks are such powerful tools and detail of the specific context in which frameworks can be deployed by Customer Success teams. It is the companion book to its sister publication “ Practical Customer Success A best practice framework for rapid generation of customer success ” which is aimed at CS Managers rather than CS leaders. TESTAMENT “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 CONTENTS The “ Practical CSM Manager’s Overview ” contains 135 pages and is written in an engaging style, using tables, diagrams and illustrations to provide a pleasurable reading process. The book is divided into three DETAILED DESCRIPTION The world’s first framework for Customer Success Management was published in 2019 in a book called “ Practical Customer Success A best practice framework for rapid generation of customer success ”, published by Taylor and Francis, and available in both physical and ebook versions. That book laid out the entire end-to-end process of managing customers through the entire post-sales engagement, from contract signature through to the very last drop of customer value and beyond. It went into great detail about what tasks needed performing and in what order to perform them, and provided step-by-step guidance for each task, plus access to tools such as templates, checklists and calculators. Two years later, the above book is still to our minds the only definitive Customer Success Management framework to be published that helps CSMs understand what to do and how to go about doing from end to end, and we strongly recommend it for all existing and aspiring CSMs who want to either start off in their role or improve upon their current expertize. The above book was aimed at CSMs themselves. What this book sets out to do is to be the companion guide for Managers and Decision Makers. It does not go into the same level of detail on how to perform all of a Customer Success Manager’s duties as the previous publication did. Instead, it provides a high-level overview of what Customer Success Management is , what value it brings for both the vendor/supplier and their customers, and how it fits alongside Customer Experience to enhance the overall value of any modern B2B business that sells reasonably complex products or services and whish aspires to maximize the total lifetime value of their customer relationships. As well as the above it also of course provides a high-level overview of the Practical CSM Framework itself, so that managers get a birds-eye view of what their CSMs need to know in greater detail.

136 pages, Paperback

Published September 15, 2021