This practical guide is a complete “handbook for CSMs”, written by a customer success expert who has coached and trained hundreds of customer success managers across the globe. The simple to follow, best practice framework aims at increasing productivity and quality of output for CSM’s, from relative newcomers to seasoned professionals.

Rick Adams is full of humor but uses direct advice for dealing with the types of real-world situations CSMs face every day. He provides recommendations, detailed explanations, and step-by-step guidance that will help you adapt and customize your own customer success strategy.