Download This case-study exercise tests the learner’s ability to analyze a customer scenario, evaluate engagement progress, and prepare for an Executive Business Review (EBR). Students review a detailed scenario, complete an engagement evaluation using the provided tool, determine the appropriate attendees and agenda for an executive review meeting, and prepare a presentation to summarize [...]
This discussion explores consultative questioning as a core skill for Customer Success, emphasizing how structured, thoughtful questions uncover deeper business needs and drive meaningful dialogue. It highlights the importance of curiosity, active listening, and avoiding assumptions to move conversations from surface-level requests to strategic value discussions. Covers: Defining consultative questioning Moving beyond transactional [...]
Download This case-study exercise focuses on personal evaluation and career development for Customer Success professionals. Learners assess their current capabilities against the Customer Success tenets, evaluate their strengths and gaps using the Personal Evaluation Tool, and create a practical plan for developing their skills and progressing their career over the next six to twelve [...]
Download This case study exercise asks learners to analyze a customer health score dataset and plan Customer Success activities for the next quarter. Using the provided health score dashboard for multiple customers, learners must interpret risk, opportunity, and account trends, then design a structured activity plan to reduce churn, increase renewal value, and identify [...]
Download This case study exercise focuses on researching and planning user adoption for a new customer implementation. Learners analyze adoption research data, impacted user groups, and recommended adoption activities, then use a work breakdown structure (WBS) to create both a high-level implementation plan and a detailed set of work packages for head office users. [...]
Download This case study exercise focuses on researching and documenting user adoption requirements for a new software implementation. Learners analyze a detailed customer scenario and use structured tools to identify the business processes affected by the new system, define impacted user groups, and determine the communication, training, and support activities required to enable successful [...]
Download This case study exercise focuses on assessing a new customer onboarding engagement and determining the appropriate onboarding strategy. Learners analyze a detailed scenario involving a complex software implementation and use structured tools to evaluate onboarding complexity, document onboarding requirements, identify potential risks, and propose practical next steps for ensuring successful customer adoption. Covers: [...]
Download This case study exercise focuses on stakeholder analysis and stakeholder management planning during a customer implementation project. Learners review a detailed scenario involving the launch of a cloud-based accounting platform and identify key stakeholders, analyze their roles, authority, and interests, and develop a structured stakeholder management approach to support successful onboarding and adoption [...]
Download This case study exercise focuses on conducting structured customer research to prepare for a potential enterprise engagement. Learners gather and organize information about a prospective customer, the proposed solution, and the initiative being considered, using a research checklist to document business context, stakeholders, objectives, and commercial elements of the opportunity. Covers: Conducting structured [...]
Download This case study exercise focuses on analyzing a company’s business structure and external environment in order to assess the potential impact of implementing a new automated inventory management system. Learners create an organizational chart, perform a Porter’s Value Chain analysis, and conduct a PESTLE analysis to identify operational capabilities that may be affected [...]