Practical Customer Success Management is a complete "handbook for
CSMs", written by a customer success expert who has coached and
trained many hundreds of customer success managers across the
globe. The book is aimed at increasing both productivity and
consistency of quality of output for customer success managers of
all levels, from relative newcomers through to seasoned
professionals. The book is highly practical in nature and is packed
full of good humored but very direct advice and assistance for
dealing with exactly the types of real world situations CSMs face
every day. Practical Customer Success Management provides a
simple-to-follow, best practice framework that explains what the
core customer success management steps are at each stage of the
customer journey to business outcome success and in what
circumstances to apply those steps. It describes and explains which
situations each step applies to and provides recommendations for
activities or tasks that the CSM can perform to complete each step,
together with detailed explanations and step-by-step guidance for
successfully completing each activity or task. Included in this
book is an entire suite of tools and templates that enable rapid
completion of each task and ensure consistency of approach both
across multiple customer engagements and by multiple CSMs within a
team. Each tool's use is clearly explained within the book, and
CSMs are able to adapt and customize the tools to suit their own
specific needs as they see fit.
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