A short series of checklists for documenting research undertaken during Practical CSM Framework Phase Three: Onboarding. Includes a checklist for documenting information pertaining to all onboarding situations and a checklist for documenting additional information that might be required for a custom or bespoke onboarding service Download
A "quick and dirty" tool during Practical CSM Framework Phase Three: Onboarding, for gaining a rapid but non-detailed understanding of the overall level of onboarding assistance the customer is likely to require, based upon the relative complexity of four criteria, namely solution requirements, customization requirements, adoption requirements, and customer maturity level Download [...]
Part three of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 5 to 7, namely lack of insight into customers' needs, too much time spent on admin, and lack of best practice resources. Pitfall 5: A Lack of Insight Into Your Customer's Business Pitfall 6: Too Much [...]
Part one of three about common CSM traps and pitfalls. This part provides an overview of some of the most common problems, challenges, traps and pitfalls that CSMs might encounter and a discussion on pitfalls 1 and 2, namely doing too much for each customer, and not leaving time for CPD. Common CSM [...]
Part two of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 3 and 4, namely not understanding your own success strategy, and focusing on technical instead of business issues. Pitfall 3: Not Understanding Your Own Company's Customer Success Strategy Pitfall 4: Focusing on Technical Instead of Business [...]
An overview of the principles benefits to both customer and supplier of having a partner/partner relationship approach rather than a buyer/supplier relationship, together with an explanation of the "shared risks, share rewards" model. The Partnering Approach The "Shared Risks, Shared Rewards" Model
A discussion on who benefits from customer success management and how customer success management can be used during sales and marketing activities to help differentiate the solution from competitors' offerings. Who Benefits from Customer Success Management? Customer Success Management as a Sales Feature
Part two of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 4, 5, 6 and 7. Using Tools & Templates within Phase 4: Adoption Planning Using Tools [...]
Part one of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 1, 2 and 3. Using Tools & Templates Using Tools & Templates within Phase 1: Preparation [...]
A reminder of the value of using a best practice framework to enable maximum productivity and efficiency whilst maintaining quality standards and ensuring consistency across a team. Using a Best Practice Framework