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 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: [...]
Part two of two parts of a discussion about how to create an engagement strategy. This part discusses outcomes, milestones, measurements, activities and roadmaps. Engagement Strategy: Outcomes, Milestones & Measurements Engagement Strategy: Activities & Roadmap
Part one of two parts of a discussion about how to create an engagement strategy. This part discusses priority, complexity and maturity. Engagement Strategy: Priority, Complexity & Maturity
A discussion on the importance of and recommended best practice for engagement planning prior to meeting the customer's stakeholders, and an overview of the Engagement Strategy Tool. Engagement Planning & Engagement Strategy Tool
Fourth 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 Progress tab and provides advice on utilization. The Customer Research Checklist Tool: Progress Tab The Customer Research Checklist Tool: Utilization [...]