Consultative Questioning
A discussion on why consultative questioning skills are important to CSMs, together with an overview of consultative questioning best practice. Consultative Questioning
Phase 2: Commitment Exercises
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PCSMA Module 4 Workbook 2
The second of two workbooks covering Certified CSM Professional Module Four: PCSMF2: Commitment Download
PCSMA Module 4 Workbook 1
The first of two workbooks covering Certified CSM Professional Module Four: PCSMF2: Commitment Download
Customer Engagement Proposal
A simple template for creating a "customer success contract" or similar statement during Practical CSM Framework Phase Two: Commitment, that clarifies what work will be done and the types of help and assistance that the customer can expect from the CSM, together with an agreement on how the CSM will collaborate with the customer Download [...]
Stakeholder Management Plan
A tool for documenting the CSM's stakeholder management plan that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement, and that is designed to be added to, amended and referred to at regular intervals (eg monthly) thereafter Download
Stakeholder Management Template
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
RACI Matrix
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
Completing the Customer Success Proposal
Practical advice on how to create a customer success propsal for a customer engagement and how to present it to and use it with customer stakeholders Completing the Customer Success Proposal
Creating a Stakeholder Management Plan
An overview of what the Stakeholder Management Plan is and practical advice on how to use it to create a stakeholder management plan for a customer engagement. Creating a Stakeholder Management Plan