Customer Success
Executive Summary Video
The Appleton Greene Corporate Training Program (CTP) for Customer Success is provided by Mr. Adams Certified Learning Provider (CLP). Program Specifications: Monthly cost USD$2,500.00; Monthly Workshops 6 hours; Monthly Support 4 hours; Program Duration 36 months; Program orders subject to ongoing availability.
Personal Profile
Mr. Adams is an author, trainer, and consultant, specializing in helping technology companies deliver measurable business value through Customer Success Management best practices. Adams has over 25 years’ experience of working in the IT industry, including founding his own SaaS (software-as-a-service) business which he ran for six years before selling it in 2012.
Adams has delivered training and consultancy in over thirty countries across four continents. His courses have been attended by over 120,000 students worldwide, and his custom development work includes Cisco Systems’ Cisco Certified Customer Success Manager global certification program.
His book ‘Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success’ was published in 2019 and is available from Amazon and all other book retailers.
Adams, as Founder and CEO, provides high quality training for Customer Success Management best practice. Adams has won numerous awards for his achievements in his field, and acted as a judge for the annual Customer Success Excellence Awards in EMEA in 2022 and the Americas in 2023.
To request further information about Mr. Adams through Appleton Greene, please Click Here.
(CLP) Programs
Appleton Greene corporate training programs are all process-driven. They are used as vehicles to implement tangible business processes within clients’ organizations, together with training, support and facilitation during the use of these processes. Corporate training programs are therefore implemented over a sustainable period of time, that is to say, between 1 year (incorporating 12 monthly workshops), and 4 years (incorporating 48 monthly workshops). Your program information guide will specify how long each program takes to complete. Each monthly workshop takes 6 hours to implement and can be undertaken either on the client’s premises, an Appleton Greene serviced office, or online via the internet. This enables clients to implement each part of their business process, before moving onto the next stage of the program and enables employees to plan their study time around their current work commitments. The result is far greater program benefit, over a more sustainable period of time and a significantly improved return on investment.
Appleton Greene uses standard and bespoke corporate training programs as vessels to transfer business process improvement knowledge into the heart of our clients’ organizations. Each individual program focuses upon the implementation of a specific business process, which enables clients to easily quantify their return on investment. There are hundreds of established Appleton Greene corporate training products now available to clients within customer services, e-business, finance, globalization, human resources, information technology, legal, management, marketing and production. It does not matter whether a client’s employees are located within one office, or an unlimited number of international offices, we can still bring them together to learn and implement specific business processes collectively. Our approach to global localization enables us to provide clients with a truly international service with that all important personal touch. Appleton Greene corporate training programs can be provided virtually or locally and they are all unique in that they individually focus upon a specific business function. All (CLP) programs are implemented over a sustainable period of time, usually between 1-4 years, incorporating 12-48 monthly workshops and professional support is consistently provided during this time by qualified learning providers and where appropriate, by Accredited Consultants.
Executive summary
Customer Success
History
Customer Success management is a relatively new discipline that emerged in the technology service industry and the professional services industry. It focuses on ensuring that customers achieve their desired outcomes and derive value from the products or services they have purchased. While the concept of customer success can be traced back to various business practices throughout history, its formalization as a distinct role and function is a more recent development.
Source: www.alpha.ae
In the Technology Service Industry:
The origins of Customer Success management in the technology service industry can be traced back to the early 2000s with the rise of software-as-a-service (SaaS) companies. As these companies transitioned from traditional software sales models to subscription-based services, they realized the need to go beyond just acquiring customers and instead focus on ensuring their long-term success and satisfaction.
In 2006, the term “Customer Success” was coined by Dan Steinman, the former Vice President of Customer Success at Salesforce.com. Salesforce.com was one of the pioneering companies that embraced the customer success approach and recognized the importance of actively managing customer relationships beyond the initial sale. They established the first dedicated customer success team to proactively engage with customers, understand their needs, and help them achieve their desired outcomes.
Over time, the customer success function gained recognition and became an integral part of many technology service companies. The industry started adopting customer success practices, methodologies, and tools to drive customer retention, expansion, and advocacy. The Customer Success Managers (CSMs) became responsible for understanding customer goals, providing personalized guidance, and ensuring the successful adoption and utilization of the products or services.
In the Professional Services Industry:
In the professional services industry, customer success management has its roots in the broader field of account management and client services. Professional services companies, such as consulting firms and agencies, have long recognized the importance of building strong relationships with their clients and ensuring their satisfaction.
As the technology landscape evolved, professional services companies began offering technology-based solutions to their clients. This shift brought about the need for dedicated customer success efforts to ensure that clients were not only satisfied with the services but also achieved their desired business outcomes.
The professional services industry embraced customer success management by adapting and applying its principles to their specific context. They started focusing on understanding client objectives, defining key success metrics, and establishing ongoing relationships beyond project delivery. Customer Success Managers in professional services became responsible for managing client relationships, facilitating effective communication, addressing concerns, and identifying opportunities for additional value.
Today, both the technology service industry and the professional services industry heavily rely on customer success management as a strategic function. It plays a vital role in driving customer satisfaction, retention, and loyalty by ensuring that customers achieve their goals and realize the full value of the products or services they have invested in.
Current Position
Customer Success Management continues to be a rapidly evolving field in both the technology service industry and the professional services industry. Many companies across various sectors have recognized the importance of customer success and have established dedicated customer success teams or functions.
In recent years, customer success has expanded beyond its initial focus on software-as-a-service (SaaS) companies and has become relevant to a broader range of industries and business models. The principles and practices of customer success have been adopted by companies offering diverse products and services, including subscription-based businesses, e-commerce platforms, and more.
Furthermore, advancements in technology have also influenced the field of customer success. Companies now leverage customer success software platforms and tools to track customer health metrics, proactively identify potential issues, deliver personalized experiences, and drive customer engagement. Artificial intelligence and machine learning technologies are also being integrated into customer success processes to enhance data analysis, predict customer behavior, and provide more targeted recommendations.
Overall, customer success management continues to play a crucial role in organizations’ efforts to build strong customer relationships, drive customer satisfaction and retention, and maximize customer lifetime value.
Future Outlook
The future of Customer Success management holds several exciting possibilities and trends. Here are a few potential developments that may shape the field:
Expansion into new industries
While customer success has gained significant traction in the technology service and professional services industries, it is likely to expand further into other sectors. As businesses across various industries increasingly focus on customer-centricity and subscription-based models, customer success principles and practices will become more prevalent and adapted to different business models.
Data-driven customer success
With the growth of big data, analytics, and artificial intelligence, customer success management will increasingly rely on data-driven insights. Customer success teams will leverage advanced analytics tools to gather and analyze vast amounts of customer data, enabling them to identify patterns, predict customer behavior, and proactively address custome