This section introduces the fundamentals of how businesses operate and why Customer Success Managers need a basic understanding of business concepts. It explains why businesses exist, how they create value for their owners and other stakeholders, and how revenues, costs, and profits are calculated. The workbook also explores how companies generate value for customers [...]
Download This section explains how Customer Success Managers prepare for a new customer engagement by conducting research and gathering information about the customer organization. It focuses on understanding the customer’s business, industry context, and strategic priorities so that the engagement can be aligned with the customer’s objectives and value expectations. Covers: Preparing for a [...]
Download This section introduces the concept of Customer Success Management and explains how it differs from traditional customer service or account management. It outlines the purpose of Customer Success, the role of the Customer Success Manager, and how Customer Success focuses on helping customers achieve the outcomes they expected when purchasing a product or [...]
Download This template provides a structured proposal document used to define the post-implementation Customer Success engagement between a supplier and its customer. It outlines the support activities that will be provided after purchase, including onboarding, adoption, value creation, and reporting, and documents the responsibilities and contact details of the Customer Success Manager and the [...]
Download This template provides a structured format for documenting and managing stakeholder engagement throughout a customer initiative. It enables teams to record stakeholder roles, influence, interests, concerns, and desired outcomes, and to define specific engagement strategies, ownership, timelines, and success measures to guide stakeholder management activities. Covers: Documenting stakeholder identity and organizational role Assessing [...]
Download This template is designed to help Customer Success professionals identify, assess, and plan engagement with key stakeholders involved in a customer initiative. It provides a structured framework for mapping stakeholders based on their authority and level of interest, enabling teams to determine appropriate engagement strategies and manage relationships effectively throughout the lifecycle of [...]
Download This template provides a RACI responsibility matrix used to define roles and accountability for activities within a customer initiative. It maps key tasks across the initiative lifecycle to executive and functional stakeholders, identifying who is responsible for performing the work, who is accountable for outcomes, who must be consulted for input, and who [...]
Download This template provides a structured framework for planning and managing a Customer Success engagement across the full lifecycle of a customer initiative. It captures high level strategy information including customer context, initiative goals, expected outcomes, and key milestones, and then breaks the engagement into multiple phases with worksheets for planning activities, timelines, completion [...]
Download This template provides a structured checklist for researching and documenting key information about a customer, the proposed solution, and the initiative being supported. It organizes research across multiple worksheets covering customer details, solution components, initiative objectives, stakeholders, and engagement status to help Customer Success teams prepare for and manage complex customer engagements. Covers: [...]
Download This template provides a structured Success Roadmap used to present how a customer initiative will deliver business outcomes over time. It outlines the business initiative, expected targets and KPIs, the supporting solution and adoption strategy, and a phased roadmap showing when adoption and value realization will occur. The template also includes sections for [...]