Knowledge Skills & Attitude (KSA) Concepts

About PracticalCSM

Rick Adams is an independent author, trainer and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Having delivered his services to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents, Adams is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri.

Knowledge Skills & Attitude (KSA) Concepts

An overview of KSA (knowledge, skills and attitude) and how KSA levels of impacted users affect the onboarding process. Knowledge Skills & Attitude (KSA) Concepts

PracticalCSM2022-10-12T21:33:30+01:00Categories: Level 3, Phase 4: Adoption Planning|Tags: attitude, impact, Knowledge, KSA, Model, onboarding, Skill, user|

Adoption and Change Management

A discussion on how change management best practice techniques are fundamental to the adoption process, together with an overview of the ADKAR change management model. Adoption and Change Management The ADKAR Change Management Model

PracticalCSM2022-10-12T21:30:50+01:00Categories: Level 3, Phase 4: Adoption Planning|Tags: ADKAR, Adoption, change, Management, Model, Planning, project|

Adoption Fundamentals

An overview of the role and purpose of adoption within customer success management, and a discussion on the role and purpose of pilots and phases Defining Adoption & the Importance of Adoption Adoption Pilots and Phases

PracticalCSM2022-10-12T21:30:13+01:00Categories: Level 3, Phase 4: Adoption Planning|Tags: Adoption, framework, phase, Phase 4, Phase Four, pilot, Planning, purpose, role|

Managing the Onboarding Process

A discussion on best practices for managing the onboarding process, followed by some advice for how to develop the right onboarding services for your company. Managing the Onboarding Process Developing the Right Onboarding Services

PracticalCSM2022-10-12T21:17:05+01:00Categories: Level 2, Phase 3: Onboarding|Tags: Management, managing, onboarding, phase 3, phase three, Process|

Information for Customized Onboarding

A detailed overview of the information the CSM and customer need to research in order to prepare for customized onboarding. Information for Customized Onboarding

PracticalCSM2022-10-12T21:16:33+01:00Categories: Level 2, Phase 3: Onboarding|Tags: customised, customized, data preparation, information, onboarding, phase 3, phase three, prepare, Research|

Information for Generic Onboarding

A detailed overview of the information the CSM and customer need to research in order to prepare for generic onboarding. Information for Generic Onboarding

PracticalCSM2022-10-12T21:15:43+01:00Categories: Level 2, Phase 3: Onboarding|Tags: data preparation, generic, information, onboarding, phase 3, phase three, prepare, Research|

Customized Onboarding and Full Adoption Services

An explanation of the differences and similarities between customized onboarding and full adoption services and a review of the three choices for onboarding: generic, customized or fully bespoke. Customized Onboarding and Full Adoption Services Three Choices for Onboarding: Generic, Customized or Fully Bespoke

PracticalCSM2022-10-12T21:15:00+01:00Categories: Level 2, Phase 3: Onboarding|Tags: customised, customized, difference, generic, Model, onboarding, phase 3, phase three, selecting, similarities|

Selecting the Onboarding Model

A discussion on the four aspects of a customer initiative that influence the selection of an onboarding model, together with an overview of how to use the Onboarding Scoring Matrix, and advice on how to discuss onboarding with customer stakeholders. Four Influencers of Onboarding The Customer Onboarding Scoring Matrix Onboarding Discussions with the [...]

PracticalCSM2022-10-12T21:14:09+01:00Categories: Level 2, Phase 3: Onboarding|Tags: Adoption, customization, four aspects, maturity, Model, needs, onboarding, products, scoring, services|

Onboarding Services at Your Company

A discussion on how to determine what type (or types) of onboarding service might be the right service to offer your own customers. Onboarding Services at Your Company

PracticalCSM2022-10-12T21:13:27+01:00Categories: Level 2, Phase 3: Onboarding|Tags: choosing, fundamentals, onboarding, overview, phase 3, phase three, selecting, types|

Selecting an Onboarding Service Model Part 2

Part 2 of 2. An overview of the customized onboarding service model. Using a Customized Onboarding Service Model

PracticalCSM2022-10-12T21:13:03+01:00Categories: Level 2, Phase 3: Onboarding|Tags: Adoption, customised, customized, fundamentals, onboarding, overview, phase 3, phase three|

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