Presented by Mikael Blaisdell of the HotLine Magazine, at Totango's Customer Success Summit.

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
1

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.”
2

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
4

5. The Facilitator
Strategy
• Moving towards Retention
Process
• Interactions
• Analysis
People
• Structure
• Individuals
Technology
Challenges
Goals & Objectives for Advancement
5

6. The Maintainer
Strategy
Process
People
Technology
Challenges
Goals & Objectives for Advancement
6

7. The Owner
Strategy
Process
People
Technology
“We Make More Money Better/Faster for your
company and ours – and We Can Prove It!”
7

8. Questions?
Mikael Blaisdell
Mikael Blaisdell & Associates, Inc.
TheHotLineMagazine.com
(510) 865-4515
mikael@mblaisdell.com
Presentation © 2013 Mikael Blaisdell – All rights reserved
8