An explanation of the concept of a customer success knowledgebase, together with a discussion on data protection, data redundancy and how to manage data and information storage and management systems. The Customer Success Knowledgebase The Customer Success Knowledgebase: 1 - Data Protection The Customer Success Knowledgebase: 2 - Data Redundancy The Customer Success [...]
A guided role play on how to present a customer success roadmap to senior stakeholders during an EBR (executive business review). Example Customer Success Roadmap
An explanation of the role and purpose of the Customer Success Roadmap and step by step guidance on how to use itceate one. The Customer Success Roadmap
An explanation of the role and purpose of the Personal Evaluation Tool and step by step guidance on how to use it. Using the Personal Evaluation Tool
An explanation of the role and purpose of the Engagement Evaluation Tool and step by step guidance on how to use it. Using the Engagement Evaluation Tool
Part two of two on why it is important to take a regular step back from day-to-day activities in order to assess those activities' value to yourself, your company and your customers. The focus of this part is on assessing value to your own company and to yourself. What Value Has the Supplier [...]
Part one of two on why it is important to take a regular step back from day-to-day activities in order to assess those activities' value to yourself, your company and your customers. The focus of this part is on assessing value to the customer. Why Evaluate What We Do? What Value Has the [...]
A discussion about EBR (executive business review) best pratice, including the role of the CSM at EBRs, how to manage an EBR and how to ensure your EBR is valuable to senior stakeholders. Executive Business Review Best Practice Getting Senior Stakeholders to Attend
An explanation of the role and purpose of the EBR (executive business review) and a discussion on how to structure an EBR, who to invite to them and how often to have them. Overview of the Executive Business Review (EBR) Cadence & Attendees the Executive Business Review Structure of an Executive Business Review [...]
A discussion on how to report financial returns from the customer's investment in the solution and in their initiative more eidely. Reporting on the Financial Returns from the Investment