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 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 [...]
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 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 [...]
Download This template is designed to help Customer Success professionals identify, assess, and plan engagement with key stakeholders involved in a customer initiative. It provides a structured framework for mapping stakeholders based on their authority and level of interest, enabling teams to determine appropriate engagement strategies and manage relationships effectively throughout the lifecycle of [...]
Download This template provides a RACI responsibility matrix used to define roles and accountability for activities within a customer initiative. It maps key tasks across the initiative lifecycle to executive and functional stakeholders, identifying who is responsible for performing the work, who is accountable for outcomes, who must be consulted for input, and who [...]
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
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