Customer Success management

1. Customer
Success
Management
By Madhu Prasad RN

2. Customer Success
Management: Driving Value
and Retention
Customer Success Management (CSM) focuses on achieving customer
outcomes. It builds relationships and increases retention. CSM aligns
customer goals with business objectives.
By Madhu Prasad RN

3. What is Customer Success and Why Does it
Matter?
Defining Customer Success
CSM ensures customers realize value. It proactively guides
customers. Success is when clients achieve their goals.
Business Impact
It reduces churn. It drives revenue growth. It improves
customer satisfaction.
By Madhu Prasad RN

4. Proactive vs. Reactive
Customer Success
Proactive CSM
Anticipate client needs. Offer solutions before problems
arise. Build stronger partnerships.
Reactive CSM
Respond to issues. Address concerns as they happen.
Resolve conflicts promptly.
Impact
Proactive methods drive better outcomes. Reactive
methods reduce damage.
By Madhu Prasad RN

5. Defining Your Customer
Success Strategy
Set Objectives
Define desired outcomes.
Align them with business
goals.
Map the Journey
Understand customer
touchpoints. Identify key
milestones.
Choose Tactics
Select proactive initiatives. Implement effective support.

6. Key Metrics for Measuring
Customer Success
Customer
Satisfaction
Track satisfaction
scores. Monitor
feedback closely.
Churn Rate
Measure customer
attrition. Identify
reasons for leaving.
Retention Rate
Monitor customer
renewals. Focus on
long-term value.
By Madhu Prasad RN

7. Building a High-Performing Customer Success
Team
Hiring
Find skilled candidates.
1
Training
Develop expertise.
2
Roles
Assign responsibilities.
3
Culture
4
By Madhu Prasad RN

8. Leveraging Technology for
Customer Success
1 CRM Systems
Manage customer data. Track interactions effectively.
2 Automation Tools
Streamline workflows. Reduce manual tasks.
3 Analytics Platforms
Gain insights. Improve decision-making.
By Madhu Prasad RN

9. Best Practices for Onboarding and Training
1 Structured Programs
Offer clear paths. Provide helpful
resources.
2 Hands-On Support
Offer personalized guidance.
Address specific needs.
3 Ongoing Education
Provide continuous learning.
Stay up-to-date.
By Madhu Prasad RN

10. Handling Customer Challenges and Escalations
1
Listen
Actively hear concerns.
2
Empathize
Understand their feelings.
3
Resolve
Find quick solutions.
Effectively addressing customer challenges is crucial for maintaining strong relationships and preventing escalations. Quick
action shows you value their experience.
By Madhu Prasad RN

11. The Future of Customer Success: Trends and
Innovations
1 AI and ML
2 Personalization
3 Proactive
The future of Customer Success will be shaped by AI, hyper-personalization and proactive measures. Staying informed
ensures better outcomes.
By Madhu Prasad RN

12. By Madhu Prasad RN
Certification on CSM

13. THANK YOU…!