CS EXECUTIVE CYCLE

Being a CS Executive is overly demanding when operating on customer and business priorities, strategy & planning activities, revenue and retention targets, talent development, effective measurement, and adapting to market and technology changes.

Join the CS Executive cycle to navigate your challenges better, balance between strategy and operations, external and internal commitments, and align your department to the organization's broader goals.

PLAYBOOKS

Preparing your Team for Revenue Targets

What should the CS leader consider when preparing the CSMs for the “revenue challenge?”

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CS One pager
strategy

The playbook describes the main steps to create a one-pager strategy illustration to complement your CS Strategy document

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CSM
Commercial Maturity

The Playbook should be a reference for CSMs to benchmark and understand how they can evolve their commercial skills.

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Skills
mapping

The Playbook contains a matrix with CSM Skillsets and Characteristics, including a reference to the four CSM disciplines: “Consultant,” “Project Manager,” “Data Analyst,” and “Account Manager.”

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Knowledge Management solution

The playbook describes the initial steps to consider when planning and implementing the product knowledge solution in your organization.

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CSM
Professional growth

The Playbook references the CSM Skillsets and Characteristics framework, presenting four CSM disciplines.

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ARTICLES

Oct 13

CIO or CSM?

CSMs and CIOs have different roles and one common objective. They both link technology-driven metrics to business outcome-driven metricsץ

Aug 8

AI Crash course - The Enterprise Edition

We witness the most massive onboarding and adoption of AI. It is time for a crash course on introducing AI in an enterprise environment.

Jun 7

One Page Strategy

One Page Strategy can align management, colleagues, and teams. It helps communicate objectives clearly and keeps everyone focused.

Apr 11

The Multi Faceted CSM

Read my framework, which simplifies the recruiting process and helps CS leaders develop multiple team competencies.

Apr 11

Permanent Beta

A permanent beta approach driven by customer feedback should allow organizations to develop and test new capabilities quickly.

Apr 11

CS Kick Off

An internal kick-is the perfect opportunity for the CS team to align with the company strategy, team's objectives, and plans for coming year

Mar 31

Product knowledge management

The internal product knowledge base can energize and boost your customer engagements. But is it one solution that fits all?

Feb 15

Customer Success Pipeline

CS leaders should consider pipeline management as an enabler for growth and increase the impact the CS team has on revenue

Feb 15

Build to Last

"Built to Last” – Successful Habits of Visionary Companies. The book can inspire CS professionals to create visionary organizations.

Feb 15

CS and Support - Instrumental collaboration

The CS–support partnership is an asset for organizations and we should leverage it wisely. Read more about the synergies between the teams.

Feb 15

ABZ Planning

I recently finished reading “The Start-up of YOU” by Reid Hoffman and Ben Casnocha. The book inspired me to find practical examples of...

VIDEOS