Customer Success Insights, Tools and Frameworks
Not sure where your CS practice stands? These two tools help you find out — in your own time, at no cost.
CS Management Practice Capability Self-Assessment
25 questions · 25–30 minutes · Free
A structured assessment that maps your CS practice against a five-level capability framework across five core areas. At the end, you receive a personalised analytical report with an executive summary, prioritised recommendations, and a breakdown by practice area.
Start with this one if: you want a structured picture of where your practice stands and what to build next.
Express CS Management Practice Health Check
25 questions · 10–15 minutes · Free
A quick diagnostic that identifies whether the operating conditions for Customer Success are in place in your organisation. 25 statements describe common symptoms of a broken CS operating model — you indicate which ones reflect your reality. Your results show where the systemic gaps are and which area to address first.
Start with this one if: you sense something isn’t working but can’t pinpoint what.
A structured three-step methodology for deciding when to invest in saving a customer, and when to let them go.
This automated decision-making assistant for Customer Success Leaders is based on the Customer Retention Investment Framework (see above) and helps you apply the methodology quickly and in a user-friendly way.
Organisational design theory has a clear answer to one of the most common frustrations in Customer Success – accountability without decision rights.