Practical CSM

Strona główna
Polska
Warsaw
Practical CSM

Practical Customer Success training and certification, built on Rick Adams’ Practical CSM Framework.

Practical CSM provides Customer Success training, professional certification, CPD, workshops and team development worldwide.

22/10/2026

What should a Customer Success Manager actually be an expert in?

It's not simply knowing every technical detail of the product.

A strong CSM understands how the product creates value, understands the customer's industry and challenges, and knows how to apply Customer Success best practice.

Watch the video linked in the comments section.

20/10/2026

Customer Success exists because reality is messy.

Customers do not always know exactly what they need.

Sales does not always uncover every expectation.

Product does not always do everything the customer imagines.

And after the sale, someone has to help the customer move from expectation to reality.

In this webinar clip, Rick Adams and Jim Buscaglio discuss why CSMs are needed when requirements are unclear, expectations need resetting, and the real world is less than ideal.

That difficulty is part of the value of Customer Success.

🎥 Watch the clip below

18/10/2026

Last day! The Customer Success Week offer ends tonight.

Get the full Certified CSM Professional (CCSMP) package, including all 5 certification levels and CPD, for just $487.

If you've been considering taking the next step in your Customer Success career, now is the time.

Don't miss out. The offer ends tonight!

https://practicalcsm.com/ccsmp-certification-offer/?utm_source=facebook&utm_medium=social&utm_campaign=csw-end

17/10/2026

The final weekend of our Customer Success Week offer is here!

Get Certified CSM Professional (CCSMP) Full, including all 5 certification levels and CPD, for just $487.

There's only one day left after today to take advantage of this offer.

Don't leave your professional development plans for another time. Get started today!

https://practicalcsm.com/ccsmp-certification-offer/?utm_source=facebook&utm_medium=social&utm_campaign=csw-end

16/10/2026

Customer Success Week is almost over, but there's still time to take advantage of our special offer!

Get the full Certified CSM Professional (CCSMP) package, including all 5 certification levels and CPD, for just $487.

If you've been thinking about advancing your Customer Success career, this is a great opportunity to get started.

Offer ends this Sunday!

https://practicalcsm.com/ccsmp-certification-offer/?utm_source=facebook&utm_medium=social&utm_campaign=csw-end

15/10/2026

When should a CSM first meet a new customer?

Ideally, before the sale is complete.

Introducing Customer Success early helps customers understand the value the CSM will bring, starts the relationship before onboarding, and creates a smoother transition from sales to long-term success.

Watch the video linked in the comments section.

13/10/2026

What should a CSM do when the customer was sold something the product cannot currently do?

In this webinar clip, Rick Adams speaks with Jim Buscaglio about how Customer Success can respond to an oversold customer situation.

The answer is not just to blame Sales.

Sometimes Sales did overpromise.

But CS still has to help stabilize the customer relationship.

That means understanding the real outcome the customer needs, finding interim workarounds where possible, escalating mission-critical issues, and building a realistic plan with clear communication and accountability.

🎥 Watch the clip below.

08/10/2026

What expertise does a Customer Success Manager actually need?

It goes beyond knowing the product.

Strong CSMs develop expertise across three areas: the customer's industry or profession, how the product creates value, and Customer Success best practice itself.

Watch the video linked in the comments section.

06/10/2026

When a customer is in trouble, the first question should not be “whose fault is this?”

The first priority is to stabilize the customer.

In this webinar clip, Rick Adams and Jim Buscaglio explain why Customer Success teams should focus first on getting the customer back to a workable state.

Root cause analysis still matters.

If Sales overpromised, Product is broken, implementation failed, or the customer misunderstood something, the business needs to know.

But that comes after the customer is no longer stuck.

Fix the immediate situation first.

Then learn the lessons.

Then improve the system.

🎥 Watch the clip below.

01/10/2026

A Customer Success roadmap should make one thing clear: how the customer gets from where they are today to the outcomes they want to achieve.

It doesn't need to be complicated. A useful roadmap shows the destination, key activities, responsibilities, timelines, and progress.

Watch the video linked in the comments section.

Adres

Warszawa
Warsaw
01-485

Strona internetowa

https://www.PracticalCSM.com/

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