About
I work with growth-stage B2B SaaS companies that understand the critical…
Courses by Rick
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Customer Success Management Fundamentals58m
Customer Success Management Fundamentals
By: PracticalCSM
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Onboarding and Adoption Best Practices for Customer Success Management1h 15m
Onboarding and Adoption Best Practices for Customer Success Management
By: PracticalCSM
Articles by Rick
Activity
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I was inundated with a message asking where I’ve been for the last few months. Why the radio silence? The short answer is recuperating. 2025 was…
I was inundated with a message asking where I’ve been for the last few months. Why the radio silence? The short answer is recuperating. 2025 was…
Liked by Rick Adams
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I’ve made a strategic error that has lasted 16 years. In the world of Customer Success Network, we obsess over "Time to Value." We tell our clients…
I’ve made a strategic error that has lasted 16 years. In the world of Customer Success Network, we obsess over "Time to Value." We tell our clients…
Liked by Rick Adams
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Are YOU using AI for customer training & enablement? One of my LinkedIn connections - Mia Čomić from LearnWorlds - is compiling a benchmark report…
Are YOU using AI for customer training & enablement? One of my LinkedIn connections - Mia Čomić from LearnWorlds - is compiling a benchmark report…
Shared by Rick Adams
Experience & Education
Volunteer Experience
Publications
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Practical Customer Success Management: A best practice framework for managers and professionals
Routledge
See publicationThis book presents an entire, end-to-end, best practice framework to the user in just the same way as I present it in my training, coaching and consultancy courses. It is not just another book about customer success management, it is an in-depth manual that provides detailed explanations on customer success practices and provides step-by-step guidance for CSMs to fulfil their role in a productive, efficient and high quality manner. It provides an entire methodology for you to follow in your…
This book presents an entire, end-to-end, best practice framework to the user in just the same way as I present it in my training, coaching and consultancy courses. It is not just another book about customer success management, it is an in-depth manual that provides detailed explanations on customer success practices and provides step-by-step guidance for CSMs to fulfil their role in a productive, efficient and high quality manner. It provides an entire methodology for you to follow in your role as CSM and also gives you access to multiple downloadable tools including templates and checklists that you can customize and use within each customer engagement.
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Cisco Certified Customer Success Foundation
Learning@Cisco
See publicationA foundation level, online, self-study course for customer success managers
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Cisco Certified Customer Success Specialist
Learning@Cisco
See publicationA three day, instructor led, advanced level training course for customer success managers
Projects
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CISCO Business Value Certification Contributor
Worked with a virtual team of few chosen CISCO's and Business Partner's subject matter experts around the world to review and update the Business Value Certification track. We supported the certification Team updating the certification Blueprint in order to deliver new Learning Material and Exam Questions. I hope that the contribution will witness our passion for the Business Architecture matter improving new Exam's Material and helping other people to embrace the arising Business…
Worked with a virtual team of few chosen CISCO's and Business Partner's subject matter experts around the world to review and update the Business Value Certification track. We supported the certification Team updating the certification Blueprint in order to deliver new Learning Material and Exam Questions. I hope that the contribution will witness our passion for the Business Architecture matter improving new Exam's Material and helping other people to embrace the arising Business Transformation movement.
Other creators -
Recent Successes
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2017/18: Authored & delivered Cisco Customer Success Foundation and Specialist certification training
2017/18: Authored Cisco Innovation Project Management self study training
2017: Delivered global rollout of Cisco Business Architecture certification training
2016/17: Developed Cisco Customer Success Management certification program
2016: Virtualized Cisco Business Architecture certification program
2016: Developed and delivered Cisco ONE training program
2015: Revised Cisco…2017/18: Authored & delivered Cisco Customer Success Foundation and Specialist certification training
2017/18: Authored Cisco Innovation Project Management self study training
2017: Delivered global rollout of Cisco Business Architecture certification training
2016/17: Developed Cisco Customer Success Management certification program
2016: Virtualized Cisco Business Architecture certification program
2016: Developed and delivered Cisco ONE training program
2015: Revised Cisco Business Transformation certification program
2015: Developed and delivered technology sales program for Dimension Data
2014: Helped Innovise ESM achieve Cisco Worldwide Business Learning Partner of the Year
2014: Provided customer certification program consultancy to Cisco
2013: Delivered Cisco's Global Data Center & Virtualization Road Show
2013: Advised over 100 UK Cisco reseller partners for Comstor
2013: Revised Comstor's award winning Executive Relevance Selling program
Honors & Awards
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Cisco Customer Success Manager Specialist
Cisco
Professional level qualification for customer success management best practice
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Cisco Business Architecture Practitioner
Cisco
The ability to develop entire technology architecture roadmaps based upon the business outcome requirements of enterprise level clients, based upon a business value sales approach
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Gainsight Certified Customer Success Manager
Gainsight
Professional level qualification for customer success management best practice
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Cisco Business Value Practitioner
Cisco
The ability to sell complex technology solutions to enterprise level clients, based upon a business value sales approach.
Languages
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English
Native or bilingual proficiency
Recommendations received
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