Hi everyone,
My name is Natalya, after more than 17 years in post-sales roles in IT, I work at the intersection of Customer Success and IT service management helping companies build and optimise their post-sales processes.
I am preparing to publish a Customer Success Management Practice Guide aligned with a widely recognised IT Service Management Framework, namely ITIL. This guide seeks to provide a coherent and transferable structure for Customer Success as a Managerial Practice and is intended to support organisations at different stages of Customer Success maturity.
PeopleCert, the owner of the ITIL framework, has already confirmed their readiness to grant a publication license to this work. I am looking for 3 to 5 CS practitioners who would be willing to read it before publication and give me honest feedback. I would love to hear what resonates, what feels off, what is missing from a real-world CS perspective.
The guide is 150 pages.
Deadline: 28 June.
In return: your name will be in the acknowledgements, and a you will get a complimentary copy of the guide when it is published.
If you have led or built a CS function and want to shape how this guide comes out, I would love to hear from you.
Natalya Cherepanova
natalya@successoptima.com
