Customer Success Management
Learning Plan

In our very first article you’ll learn about the history of Customer Success, how it got started and what Customer Success Management at its best delivers to an organisation.

If you’re not yet in customer success but you are looking to join this exciting profession then this article is for you. What’s more it’s easier to get started than you might think and you can start today!

What should CSMs do? This remains a vital question. As the role evolves we still see CSMs do everything from pre-sales to tech support. Yet the role of a true CSM is very easy to state. We do so in this article.

We’ve covered getting started in customer success and we’ve looked at how a true CSM spends their time. But what skills do you need to excel? You’ll find the answers here.

How do you make sure you hire great CSMs? What should you test for? How can you find great candidates? Here we’ll give you answers to each of these critical questions.

Customer Success seen from the perspective of our customers. More than anything else our customers want results. This article will walk you through outcomes and their importance to CSMs.

It’s our view that outcomes are the most important thing in customer success. We hope you see it that way too. Whether you do or you don’t this article makes a strong case that they are critical.

Part 1 of our two-part series on measurement and KPIs introduces the Success Methods Value Hierarchy. This simple yet powerful framework will help you structure your approach to delivering customer value.

Our value delta model gives you a fresh perspective on value. It’s a tool to help you reflect on how you deliver value and where to focus your effort to improve it for customers.

Quoting Mike Tyson in an article about Customer Success might seem odd. We hope you’ll see why when you read this article. A success plan is only valuable if it generates real results for customers.

What’s the most common mistake in segmentation? What’s the critical question to ask yourself to make segmentation work for your situation? This article answers both questions and will set you on the right path.

Here we go deep and introduce you to a framework for segmentation. For maximum flexibility you can segment along three axes. This lets you focus resources for maximum impact and the greatest return.

Resilience, adaptability, building a learning culture for customer success. All of these are vital. Using the concept of antifragility this article walks you through an approach to each of these challenges.

We’re drawing to a close. So far we’ve covered everything you need to design, build and run a customer-success-led organisation. Now we turn to you: how can you be better? Start with exceptional conversations.

What’s a stakeholder? When and where do I engage them? What types of stakeholder exist? How do I map them? You’ll find a simple, no-nonsense approach in this article.

Getting the best from every interaction with your customer stakeholders means talking their language. And for those that really matter that language is value. How to do it best? Read on!

So you’ve made it. You’ve got the critical stakeholder meeting. How do you make the very best of that meeting? The steps are simple, and everyone can follow them. Find out how here.