From the course: Customer Success Management Fundamentals

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14 tenets of customer success, part 4

14 tenets of customer success, part 4

From the course: Customer Success Management Fundamentals

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14 tenets of customer success, part 4

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(upbeat music) - In customer success management, plans often need to be developed, implemented, and then managed through to success. These might include the CSM's plans for engaging with and maximizing the value from a specific customer, plans for onboarding the customer with new products and services, the customer's plans for adoption and utilization of the products and services they've already purchased, and plans both of the customers and the CSMs themselves to measure and report on value generation. CSMs, of course, need to be able to develop, implement, and manage their own plans, but on top of that, one of the greatest ways in which they can help their customers is in supporting those customers in the development, implementation, and management of their plans. This is because, as we discussed earlier, the CSM is a subject matter expert in their own products and services, and in particular, in how to onboard…

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