Working with the Customer: Credibility & Rapport

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.

Working with the Customer: Credibility & Rapport

A discussion about how to create, develop and manage relationships with customer stakeholders, with a particular focus on the importance of both credibility and rapport. Working With the Customer: Credibility & Rapport

PracticalCSM2022-10-12T20:54:53+01:00Categories: Level 2, Phase 2: Commitment|Tags: collaboration, credibility, leadership, Management, partner, People, rapport, relationship, stakeholder, trust|

Working with the Customer: Key Concepts

An overview of the purpose and process of working with the customer, together with a brief discussion of the fundamental knowledge and skills necessary to engage successfully with customer stakeholders. Working With the Customer: Key Concepts

PracticalCSM2022-10-12T20:57:31+01:00Categories: Level 2, Phase 2: Commitment|Tags: Analysis, Customer, first, initial, meeting, stakeholder|

Engagement Strategy Part Two

Part two of two parts of a discussion about how to create an engagement strategy. This part discusses outcomes, milestones, measurements, activities and roadmaps. Engagement Strategy: Outcomes, Milestones & Measurements Engagement Strategy: Activities & Roadmap

PracticalCSM2022-10-12T20:19:46+01:00Categories: Level 2, Phase 1: Preparation|Tags: Customer, engagement, Measurement, milestone, outcome, plan, Planning, Research, roadmap, Strategy|

Engagement Strategy Part One

Part one of two parts of a discussion about how to create an engagement strategy. This part discusses priority, complexity and maturity. Engagement Strategy: Priority, Complexity & Maturity

PracticalCSM2022-10-12T20:20:16+01:00Categories: Level 2, Phase 1: Preparation|Tags: complexity, Customer, Document, engagement, maturity, plan, Planning, priority, Research, Strategy|

Engagement Planning & Engagement Strategy Tool

A discussion on the importance of and recommended best practice for engagement planning prior to meeting the customer's stakeholders, and an overview of the Engagement Strategy Tool. Engagement Planning & Engagement Strategy Tool

PracticalCSM2022-10-12T20:20:54+01:00Categories: Level 2, Phase 1: Preparation|Tags: Customer, engagement, first, initial, meeting, plan, Planning, Research, Strategy|

The Customer Research Checklist Tool Part Four

Fourth of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part discusses the Progress tab and provides advice on utilization. The Customer Research Checklist Tool: Progress Tab The Customer Research Checklist Tool: Utilization [...]

PracticalCSM2022-10-12T20:21:30+01:00Categories: Level 2, Phase 1: Preparation|Tags: Analysis, Checklist, Customer, data, information, progress, Research, template, tool, utilization|

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