At the Customer Success Management Institute of Strategy (CSMIS), we believe that the people who read our content deserve to know how it’s made. This editorial policy explains who writes for CSMIS, how we verify what we publish, and the standards we hold ourselves to.
Our Mission
CSMIS exists to raise the standard of Customer Success practice globally. Every article we publish is written to help a specific kind of reader — a CSM, CS leader, or CS-adjacent professional — make a better decision about their work. We don’t publish content to rank for keywords. We publish content that we’d be proud to hand to a colleague.
Who Writes for CSMIS
All articles on CSMIS are written or edited by contributors with direct, hands-on Customer Success experience. We do not publish content from freelance writers who have never worked in CS, and we do not publish content generated entirely by AI without human review and rewriting for accuracy and voice.
Every article on this site goes through the following process:
- Topic selection — Based on questions CSMs actually ask, problems they actually face, or concepts that are commonly misunderstood in the field
- Drafting — Written by a contributor with direct experience of the topic
- Editorial review — Checked for accuracy, clarity, and whether it would genuinely help the reader
- Citation check — Any statistic, research finding, or external claim is traced to its original source
- Publication — Posts include clear dates for when they were written and last updated
How We Handle Corrections
If you find a factual error on CSMIS, please let us know via our contact page. We take corrections seriously. When we update a published post to correct an error, we:
- Make the correction clearly in the body of the article
- Update the “last modified” date on the post
- For significant corrections, add a visible note at the top or bottom of the article acknowledging what changed
Our Sources
When we cite data or research on CSMIS, we prefer primary sources — original studies, publicly available company data, or first-hand practitioner insight. Where we cite secondary sources, we link to them directly so readers can verify for themselves.
We regularly reference research from organisations including Gainsight, Bain & Company, Forrester, Gartner, McKinsey, and HubSpot, as well as practitioner communities such as the Customer Success Network and Pulse Community.
Advertising, Sponsorships, and Affiliate Relationships
CSMIS is editorially independent. We do not accept payment in exchange for favourable coverage of any product, company, or individual. Where we review or compare Customer Success tools, our assessments reflect our honest evaluation based on publicly available information and, where possible, hands-on use.
If we ever publish sponsored content or include affiliate links, those will be clearly disclosed inside the article itself.
AI Use in Our Content
We use AI tools to assist with research, drafting, and editing — but no article on CSMIS is published without a human contributor reviewing, verifying, and rewriting the content for accuracy and voice. We believe AI is a useful writing aid but a poor substitute for real CS expertise, and our editorial standards reflect that.
Feedback
We welcome feedback from readers. If you spot an error, want to suggest a topic, or think we’ve missed something important, reach us via the contact page. Every message is read by a human.
Last Updated
This editorial policy was last updated on 25 April 2026. We review it at least once a year.
