This discussion explores consultative questioning as a core skill for Customer Success, emphasizing how structured, thoughtful questions uncover deeper business needs and drive meaningful dialogue. It highlights the importance of curiosity, active listening, and avoiding assumptions to move conversations from surface-level requests to strategic value discussions. Covers: Defining consultative questioning Moving beyond transactional [...]
Download This case study exercise focuses on assessing a new customer onboarding engagement and determining the appropriate onboarding strategy. Learners analyze a detailed scenario involving a complex software implementation and use structured tools to evaluate onboarding complexity, document onboarding requirements, identify potential risks, and propose practical next steps for ensuring successful customer adoption. Covers: [...]
Download This case study exercise focuses on stakeholder analysis and stakeholder management planning during a customer implementation project. Learners review a detailed scenario involving the launch of a cloud-based accounting platform and identify key stakeholders, analyze their roles, authority, and interests, and develop a structured stakeholder management approach to support successful onboarding and adoption [...]
Download This case study exercise focuses on conducting structured customer research to prepare for a potential enterprise engagement. Learners gather and organize information about a prospective customer, the proposed solution, and the initiative being considered, using a research checklist to document business context, stakeholders, objectives, and commercial elements of the opportunity. Covers: Conducting structured [...]
A discussion on the importance of ensuring customers receive continuity of service between the different people, functions and departments that interact with them as they undergo their customer journey, in order to ensure the best possible level of CX (customer experience). Defining the Customer Experience Providing a Seamless Customer Experience [...]
An overview of the different sources of customer-related information that are generally available for customer success managemers to use when performing research about a customer. The Need for Customer Research Sources for Researching Customer Information
The difference between validated and unvalidated information and how to determine what data or information requires validation. Selecting Customer Information Validating Customer Information
First of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to customer, solution, outcomes and the customer's initiative. Information to Research: Customer Information to Research: Solution Information to [...]
Second of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to stakeholders and capabilities. Information to Research: Stakeholders Information to Research: Capabilities
First 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 provides an overview and discusses the Customer tab. The Customer Research Checklist Tool: Overview The Customer Research Checklist Tool: Customer Tab [...]