A template Stakeholder Management Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to document and analyze relative levels of power and interest for each customer stakeholder Download
A template RACI Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to determine roles and responsibilities within the entire initiative or within one specific component of it (for example an implementation rollout, or an adoption project) Download
A tool for documenting the engagement strategy during Practical CSM Framework Phase One: Preparation and thereafter. Includes templates for information pertaining to the overall strategy and to the work to be completed within each phase of the framework Download
A series of checklists for documenting research undertaken during Practical CSM Framework Phase One: Preparation and thereafter. Includes checklists for information pertaining to the customer's organization, the solution, the customer's initiative, the customer's stakeholders and the current status of the engagement Download
A simple checklist that is designed for use during Practical CSM Framework Phase Three: Onboarding, for documenting the activities that need to be undertaken during the onboarding process, and which can then be used as a project management tool during the onboarding implementation Download
A tool that is designed for use during Practical CSM Framework Phase Three: Onboarding, for documenting the core details for an onboarding project plan, plus the specific activities to be undertaken either in its entirety or (if multi-phased) during each separate phase of the onboarding process, which can be referred to at all stages during [...]
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 [...]
A discussion on best practices for managing the onboarding process, followed by some advice for how to develop the right onboarding services for your company. Managing the Onboarding Process Developing the Right Onboarding Services
A detailed overview of the information the CSM and customer need to research in order to prepare for customized onboarding. Information for Customized Onboarding