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 focuses on developing a Customer Success Plan that documents the activities required to help the customer achieve their desired outcomes. It explains how the plan brings together agreed objectives, actions, responsibilities, and timelines into a structured framework that both the customer and supplier can follow. The workbook highlights the importance of [...]
Download This section introduces Phase 4 of the Practical CSM Framework, Adoption Planning. It explains how Customer Success Managers translate the customer’s defined outcomes and success criteria into a structured plan of activities that supports successful adoption of the solution. The workbook discusses how to coordinate tasks, responsibilities, and timelines to ensure that the [...]
Download This resource provides a structured adoption planning template designed to help Customer Success teams organize and manage the activities required to support successful customer adoption of a new solution, process, or capability. The template guides teams through identifying impacted stakeholder groups, documenting required changes, planning communications, training, and support, and systematically tracking potential [...]
Download This topic introduces an adoption planning checklist used to capture the key information required to prepare and execute a customer adoption initiative. The checklist guides Customer Success Managers and customer stakeholders through documenting objectives, impacted user groups, required capabilities and processes, training needs, implementation considerations, and success measurements. By working through each section, [...]
Part 3 of 3 of a discussion about adoption planning tools. This part focuses on adoption barriers and on adoption risks. Adoption Planning Tools: Adoption Barriers Adoption Planning Tools: Adoption Risks
Part 2 of 3 of a discussion about adoption planning tools. This part focuses on impacted groups, on adoption activities and on practical considerations. Adoption Planning Tools: Impacted Groups Adoption Planning Tools: Adoption Activities Adoption Planning Tools: Practical Considerations
Part 1 of 3 of a discussion about adoption planning tools. This part provides an overview of the tools and then focuses on general adoption requirements and on capabilities and processes. Adoption Planning Tools: Existing Tools Adoption Planning Tools: General Adoption Requirements Adoption Planning Tools: Capabilities & Processes
An overview of the adoption planning process and associated best practices. The Adoption Planning Process
An explanation as to the role of the CSM within the adoption planning process, with specific reference to the relationship between CSM and customer stakeholders. The Role of the CSM in Adoption Planning