The document discusses building an effective customer success management team. It outlines different maturity levels for a CSM team, from reactive "firefighters" to proactive "facilitators" and "maintainers" and finally to strategic "owners". It emphasizes the importance of managing customer relationships and using data to understand customers. The goal is to help companies advance their CSM capabilities to better retain customers and generate revenue.

1. Building The Customer Success Management
Team
Mikael Blaisdell
Mikael Blaisdell & Associates, Inc.
TheHotLineMagazine.com
(510) 865-4515
mikael@mblaisdell.com
Presentation © 2013 Mikael Blaisdell – All rights reserved
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2. Foundation & Framework
The Profession & Practice of CSM
The Keys
• Managing Vision & Perception
• Data
Moving Up The CSM Maturity Matrix
“It’s What You Don’t Know About Your
Customer Relationships That Can
Cause You To Lose Them.”
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3. 3

4. Fire Drills & The Firefighter
Strategy
• Reactive
• Mission
• Definition of Role
Process
• Interactions
• Analysis
People
• Organization
• Operators
• Analysts
Technology
Challenges
Goals & Objectives for Advancement
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5. The Facilitator
Strategy
• Moving towards Retention
Process
• Interactions
• Analysis
People
• Structure
• Individuals
Technology
Challenges
Goals & Objectives for Advancement
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6. The Maintainer
Strategy
Process
People
Technology
Challenges
Goals & Objectives for Advancement
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7. The Owner
Strategy
Process
People
Technology
“We Make More Money Better/Faster for your
company and ours – and We Can Prove It!”
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8. Questions?
Mikael Blaisdell
Mikael Blaisdell & Associates, Inc.
TheHotLineMagazine.com
(510) 865-4515
mikael@mblaisdell.com
Presentation © 2013 Mikael Blaisdell – All rights reserved
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