Rick Adams is a business owner, author, trainer and consultant, specializing in helping technology companies to deliver measurable business value to their customers. Adams has over 25 years’ business experience including creating, managing and ultimately selling his own UK based Software-as-a-Service (SaaS) business and more recently founding his current company called the Practical CSM Academy that focuses on providing global customer success management consulting, training and certification services for everyone from aspiring CSM new starters through to seasoned senior CS leaders.
Adams’ recent work includes the development and delivery of a global customer success management certification program for Cisco Systems Inc., and the creation of the world’s only published framework for customer success management called the Practical CSM Framework. His book Practical Customer Success Management: A best practice framework for rapid generation of customer success was published in 2019 and attracts a five star rating from Amazon.
Adams’ love for technological innovation, scientific principles, and creativity has established him as one of the most respected business outcomes and Customer Success experts globally, including being named as one of SuccessCoaching’s Top 100 Customer Success Strategists in 2020, and one of SmartKarrot’s Top 50 Customer Success Influencers in 2021. Having delivered training and consultancy to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents, Adams is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Teri. His current interests include helping individuals and companies develop strategic best practices in customer success management and in business outcomes focused selling.