As the scope of Customer Success continues to expand, teams must balance more responsibilities, higher expectations, and greater accountability. In this session, we discuss how CS professionals can adapt their workflows, priorities, and mindset to succeed in this evolving environment.
Practical CSM
Professional Training and Coaching
We provide training, certification and consultancy to make Customer Success simple. Visit us at PracticalCSM.com
About us
Practical CSM provides consultancy, training, certification services for Customer Success professionals - helping them to become both more productive and more effective in their roles. At Practical CSM we also help entire Customer Success teams to develop and implement their Customer Success strategy, to standardize on how core activities are performed, and to train and certify all CS team members to minimum standard of professional competence. Our flagship product is the Practical CSM Academy - an online training, certification and CPD membership portal for CS professionals of all levels, from beginners through to seasoned experts. The Practical CSM Academy provides four levels of certification, hundreds of "on demand" training assets on a very wide variety of Customer Success-related topics, live, instructor-led virtual training workshops, and much, much more. Our customers are global and include individual people and companies from the USA, Canada, South America, Europe (where we are based), the Indian Subcontinent, the Middle East, the Far East and Australasia. Our training and certification is based upon our "Practical CSM Framework" - a complete framework for delivering high quality, scalable, cost efficient customer success services, regardless of industry, product portfolio or customer size/complexity. Our framework enables CSMs to do more in less time, and to the required standard of quality and effectiveness. Our Founder and CEO, Rick Adams is the author of "Practical Customer Success Management - A best practice framework for the rapid generation of customer success" - published by Taylor & Francis in 2019 and available at Amazon and all good book stored. Learn more about what we do at our website and feel free to sign up to our newsletter to be kept informed on all the FREE TRAINING CONTENT we produce for Customer Success professionals each month.
- Website
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http://practicalcsm.com
External link for Practical CSM
- Industry
- Professional Training and Coaching
- Company size
- 11-50 employees
- Headquarters
- London
- Type
- Privately Held
- Founded
- 2016
- Specialties
- Customer Success Management, Customer Success Management Courses, Customer Success Management Training, Customer Success Management Certifications, Customer Success Management Strategy, Customer Success Management Framework, Customer Success Management Book, FREE Customer Success Management Training, Customer Success Management Articles, Customer Success Management Podcasts, Customer Success Management Videos, and Customer Success Management Information
Locations
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Primary
Get directions
London, GB
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Get directions
West Coast of Ireland, Mayo, IE
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Get directions
New York, NY, US
Employees at Practical CSM
Updates
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🤝 Enterprise revenue growth requires CS and Sales alignment. In large organizations, Customer Success and Sales cannot operate in silos. Alignment requires: ✔️ Shared goals ✔️ Cultural integration ✔️ Clear ownership ✔️ Unified messaging Leadership tone determines whether alignment is real or superficial. When CS and Sales work as one team, enterprise revenue performance improves. 🎥 Watch the clip below 👇 Join our free newsletter for enterprise Customer Success insights. #CustomerSuccess #EnterpriseCS #SalesAlignment #B2BSales #PCSMClips
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🏢 Not every enterprise customer should receive the same CS coverage. Enterprise Customer Success requires deliberate account selection. Clear criteria determine: ✔️ Strategic value ✔️ Revenue importance ✔️ Growth opportunity ✔️ Complexity level Without selection discipline, teams become reactive. Strategic coverage begins with strategic choices. 🎥 Watch the clip below 👇
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📂 Preparing for a New Customer Engagement - Getting Hold of the Right Information Strong Customer Success starts before the first customer meeting - with the right information, from the right places. Before engaging customer stakeholders, CSMs should focus on three core sources: ☑️ Internal teams involved pre-adoption, especially the Account Manager ☑️ Corporate systems like CRM, support, and product platforms ☑️ External research using reliable, up-to-date online sources Key takeaways: ☑️ The Account Manager is usually the best starting point ☑️ Internal relationship management matters as much as customer relationships ☑️ Data must be validated, not just collected ☑️ Multiple sources give a more accurate customer picture Preparation is not about knowing everything - it is about knowing enough to add value fast. 👉 Read the full article: https://lnkd.in/gk3nU_nd Where do you usually find the most valuable insights before your first customer meeting?
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Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.
How to Run a 15-Minute QBR That Wins Executive Attention
www.linkedin.com
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🔴 We go live in 1 hour How to Run a 15-Minute QBR That Wins Executive Attention 🎙 Minna Vaisanen 👤 Andrea Bumstead (CEO, CS Impact) Learn how to deliver focused QBRs that executives actually value. 💬 Join us live and bring your questions https://lnkd.in/gX_DtegD
Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.
How to Run a 15-Minute QBR That Wins Executive Attention
www.linkedin.com
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⏳ We go live tomorrow. How to Run a 15-Minute QBR That Wins Executive Attention Join Minna Vaisanen and Andrea Bumstead for a practical discussion on running concise, executive-level QBRs that drive alignment and growth conversations. 🎤 Live interview ❓ Audience Q&A Save your spot and join us live - https://lnkd.in/g5pXzKDJ
Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.
How to Run a 15-Minute QBR That Wins Executive Attention
www.linkedin.com
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🧭 Preparing for a New Customer Engagement - Why Preparation Matters Customer Success does not start at kickoff. It starts before the first customer meeting. Good preparation helps CSMs add value faster, avoid rework, and guide customers smoothly from implementation into adoption and value realization. Key ideas from Part One: ☑️ Preparation enables faster time to value ☑️ Strong preparation saves time for both CSM and customer later ☑️ The goal is to be immediately useful, not perfectly informed ☑️ Customers want smooth transitions, not internal handovers ☑️ Engagement pace and cadence must match customer reality ☑️ Customer Success is a long-term journey, not a short project The best CSMs prepare just enough to act, then refine as they go. 👉 Read the full article: https://lnkd.in/gJrnDV-c How do you balance preparation vs starting fast in your own customer engagements?
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Executives do not want long QBR presentations. They want clarity and insight. Next week we go live with: How to Run a 15-Minute QBR That Wins Executive Attention 🎙 Minna Vaisanen 👤 Andrea Bumstead Learn how to structure QBRs that keep executive attention and lead to meaningful business conversations. 💬 Join us live and bring your questions. https://lnkd.in/gX_DtegD
Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.
How to Run a 15-Minute QBR That Wins Executive Attention
www.linkedin.com
-
Enterprise revenue growth requires CS and Sales alignment. In large organizations, Customer Success and Sales cannot operate in silos. Alignment requires: ✔️ Shared goals ✔️ Cultural integration ✔️ Clear ownership ✔️ Unified messaging Leadership tone determines whether alignment is real or superficial. When CS and Sales work as one team, enterprise revenue performance improves. 🎥 Watch the clip below 👇 Join our free newsletter for enterprise Customer Success insights. #CustomerSuccess #EnterpriseCS #SalesAlignment #B2BSales #PCSMClips