Download This case-study exercise tests the learner’s ability to analyze a customer scenario, evaluate engagement progress, and prepare for an Executive Business Review (EBR). Students review a detailed scenario, complete an engagement evaluation using the provided tool, determine the appropriate attendees and agenda for an executive review meeting, and prepare a presentation to summarize [...]
Download This case-study exercise focuses on personal evaluation and career development for Customer Success professionals. Learners assess their current capabilities against the Customer Success tenets, evaluate their strengths and gaps using the Personal Evaluation Tool, and create a practical plan for developing their skills and progressing their career over the next six to twelve [...]
Download This case study exercise asks learners to analyze a customer health score dataset and plan Customer Success activities for the next quarter. Using the provided health score dashboard for multiple customers, learners must interpret risk, opportunity, and account trends, then design a structured activity plan to reduce churn, increase renewal value, and identify [...]
Download This case study exercise focuses on researching and planning user adoption for a new customer implementation. Learners analyze adoption research data, impacted user groups, and recommended adoption activities, then use a work breakdown structure (WBS) to create both a high-level implementation plan and a detailed set of work packages for head office users. [...]
Download This case study exercise focuses on researching and documenting user adoption requirements for a new software implementation. Learners analyze a detailed customer scenario and use structured tools to identify the business processes affected by the new system, define impacted user groups, and determine the communication, training, and support activities required to enable successful [...]
Download This section explains how Customer Success Management benefits both the customer and the supplier. Customers gain value through successful onboarding, adoption, and value realization, while the supplier benefits from stronger relationships, better understanding of customer needs, and increased likelihood of renewals and expansion. It also introduces the idea of a partnership-style relationship focused [...]
Download This section introduces the final module, which brings together the full end-to-end Customer Success process using the Practical CSM Framework. It discusses how teams can manage customer engagements from initial preparation through value realization, while emphasizing the importance of centralized knowledge management, consistent frameworks, and the use of tools and templates to standardize [...]
Download This section examines engagement evaluation from the perspective of the CSM and their organization. It explains how internal evaluation tools can be used to review engagement performance, capture lessons learned, and identify opportunities to generate additional value for the customer, supplier, and CSM. It also introduces the concept of a Customer Success Roadmap [...]
Download This section introduces Phase 7 of the Practical CSM Framework, Engagement Evaluation. It explains the purpose of Executive Business Reviews (EBRs), including how often they should occur, who should attend, and how they should be structured to focus on business outcomes rather than technical details. It also explores the importance of evaluating engagement [...]
Download This section explores how Customer Success Managers can communicate and demonstrate the value being generated through a customer engagement. It explains the use of financial analysis tools such as discounted cash flow and net present value to estimate the financial return of initiatives over time. The workbook also examines how Customer Success Managers [...]