A comprehensive tool used for evaluating the performance and activities within a customer engagement, designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation. The tool contains a series of templates that can be used to provide an overall evaluation of the engagement during each phase, plus a summary of the value attained and [...]
A tool designed for use during Practical CSM Framework Phase Six: Value Realization, for documenting challenges or obstacles that are encountered during the ongoing value realization phase, and for documenting customer and/or solution changes that are also encountered Download
A simple checklist that is designed for use during Practical CSM Framework Phase Six: Value Realization, for ensuring that all the activities that need to be undertaken during value realization are carried out to the right standard on a regular ongoing cadence for each phase and/or for the engagement as a whole Download [...]
A simple checklist that is designed for use during Practical CSM Framework Phase Five: Adoption Implementation, for ensuring that all the activities that need to be undertaken during the adoption process are carried out on time and to the right standard Download
A series of three checklists that can be used during during Practical CSM Framework Phase Four: Adoption Planning to document the activities that will be undertaken during the adoption process, and that enable the CSM to capture adoption barriers and adoption risks and assign activities and responsibilities for managing them Download
A series of checklists that can be used during during Practical CSM Framework Phase Four: Adoption Planning to document overall adoption requirements, capabilities and processes that will undergo change, impacted groups, plus practical considerations that must be allowed for within an adoption plan Download
Part three of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 5 to 7, namely lack of insight into customers' needs, too much time spent on admin, and lack of best practice resources. Pitfall 5: A Lack of Insight Into Your Customer's Business Pitfall 6: Too Much [...]
Part one of three about common CSM traps and pitfalls. This part provides an overview of some of the most common problems, challenges, traps and pitfalls that CSMs might encounter and a discussion on pitfalls 1 and 2, namely doing too much for each customer, and not leaving time for CPD. Common CSM [...]
Part two of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 3 and 4, namely not understanding your own success strategy, and focusing on technical instead of business issues. Pitfall 3: Not Understanding Your Own Company's Customer Success Strategy Pitfall 4: Focusing on Technical Instead of Business [...]
An overview of the principles benefits to both customer and supplier of having a partner/partner relationship approach rather than a buyer/supplier relationship, together with an explanation of the "shared risks, share rewards" model. The Partnering Approach The "Shared Risks, Shared Rewards" Model