Second 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 Solution tab. The Customer Research Checklist Tool: Solution Tab
Third 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 Initiative and Stakeholders tabs. The Customer Research Checklist Tool: Initiative Tab The Customer Research Checklist Tool: Stakeholders Tab [...]
Download This section focuses on defining and documenting the customer’s success criteria. It explains how Customer Success Managers work with stakeholders to clarify what successful outcome attainment will look like and how it will be measured. The workbook discusses how clearly defined success criteria help guide the engagement, ensure alignment between customer and supplier, [...]
Download This section introduces Phase 3 of the Practical CSM Framework, Success Planning. It explains how Customer Success Managers work with stakeholders to define the customer’s desired outcomes and the measurements that will be used to determine whether those outcomes have been achieved. The workbook highlights the importance of establishing clear success criteria to [...]
This section examines how Customer Success Managers identify and map key stakeholders within the customer organization. It explains how understanding stakeholder roles, influence, and perspectives helps ensure that the engagement is aligned with the needs of the people responsible for achieving the customer’s business outcomes. The workbook also highlights the importance of maintaining strong [...]
Download This section introduces Phase 2 of the Practical CSM Framework, Engagement Planning. It explains how Customer Success Managers prepare for the engagement by defining the scope of the initiative, identifying the stakeholders involved, and establishing how the engagement will be managed. The workbook discusses how structured planning helps ensure alignment between the customer [...]
Download This workbook explains the role of the Customer Success Manager during the adoption implementation phase. It focuses on how CSMs support the customer’s Success Program Leader (SPL) by applying project and program management practices, preparing for project kick-off, and managing the people involved in the implementation process to help ensure successful adoption.Covers:Role of the [...]
Download This workbook explains how Customer Success Managers assess the customer’s current capabilities and readiness before moving forward with the engagement. It focuses on evaluating the customer’s existing people, processes, and tools to understand whether they are prepared to achieve the desired outcomes and where improvements or support may be required. Covers: Assessing the [...]
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 [...]