Measuring Customer Success
A discussion about the importance of measurement, followed by descriptions for the KPIs (key performance indicators) that are most commonly [...]
Engagement Reporting Checklist
A series of simple checklists designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation, that provide a way [...]
Engagement Evaluation
A comprehensive tool used for evaluating the performance and activities within a customer engagement, designed for use during Practical CSM [...]
Nobody Knows the ROI of their Customer Success Managers
A conversation with David Apple. David is Head of Customer Success and Sales at Notion. Notion is a San Francisco [...]
How Customer Success drives Transformation at ORACLE
A conversation with Peter Armaly. Peter is Senior Director, Customer Success for Business Advisory Services at ORACLE. Peter is a [...]
Selecting and Using Customer Success KPIs
A conversation with Heather Thompson. Heather is Head of Customer Success for Flipdish, where she leads a growing team of [...]
The CSM Personal Evaluation Tool
A practical overview of how to use the "Personal Evaluation Tool" to evaluate a CSM's performance across a number of [...]
Customer Success Engagement Evaluation
Customer Success Engagement Evaluation Why Evaluate What We Do? In Customer Success as in so many other professions it’s [...]
Value Realization and Performance Management
A discussion about how value realization is the most essential aspect of the entire engagement from the perspective of the [...]
