An explanation of the concept of KPIs (key performance indicators) and a discussion about how to select meaningful and relevant KPIs for calculating customer value. Selecting Key Performance Indicators (KPIs)
A refresher on the importance of consultative questioning skills, and a description for how they can be used to uncover additional areas for value realization. Consultative Questioning
An explanation as to why value changes depending upon the situation, including between different solutions, different customers and different stakeholders. Value is Not Always the Same
A discussion about how value can be measured, including an explanation of the difference between direct and indirect value. Determining the Value Generated Direct Value (Direct Benefits)
An overview of what happens during Practical CSM Framework Phase Six: Value Realization and why it is essential for CSMs to understand both what value has been promised to the customer and what additional value the customer desires to attain. Promised and Anticipated Value
An explanation as to what needs to be done at the end of the adoption implementation process in order to ensure customer stakeholders are satisfied with the results and that the customer can now commence value realization activities. Includes discussion on gaining sign off from the customer. Adoption Project Completion: Sign Off Adoption [...]
An overview of the best practice techniques for handling problems, including detailed step-by-step processes for root cause analysis and for problem management. Best Practices for Problem Handling
A discussion about the need for reporting both during and following adoption implementation, including an overview of how to format information in order to make it easily understandable. Reporting
A discussion about the importance of measuring adoption activities to determine results, followed by a breakdown of core measurement components including targets, baselines and milestones. Adoption Activity Measurement and Reporting Targets, Baselines and Milestones
Part one of two, dealing with adoption task management. This part explains how CPM (critical path method) can be applied to an adoption implementation to determine the critical path through the implementaiton project in order to calculate total duration. It also discusses how to combine WBS with CPM to enable high quality project [...]