Part three of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses step 4, which covers how to select early indicator KPIs in order to track and monitor progress towards outcome attainment. Using Consultative Questioning Step 4: Selecting early Indicator KPIs to [...]
Part two of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses steps 2 and 3, which cover how to determine general outcome requirements and how to secure the need for early indicator KPIs. Using Consultative Questioning Step 2: Determining General Outcome [...]
Part one of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part provides an overview of the process and focuses on the first step, which is to explore and define the problem. Using Consultative Questioning to Determine Outcome & KPI Requirements Using Consultative [...]
A discussion on how CSMs can both collaborate with colleagues in Sales and also provide direct sales involvement within their CS role. The Role of the CSM in Sales Activities
Part three of three on the topic of problem solving and root cause analysis. This part discusses the "Five Whys" concept and explains the two final steps in the process, namelyhow to identify and implement countermeasures and how to test for resolved. Five "Why?"s and the Cause and Effect Diagram Root Cause Analysis [...]
Part two of three on the topic of problem solving and root cause analysis. This part explains the first three steps in the process, including how to define the problem, how to define the process and how to identify possible causes. Root Cause Analysis Step 1: Define the problem and explain its impact [...]
Part one of three on the topic of problem solving and root cause analysis. This part provides a discussion about what to do if measurements indicate that value is either not being sufficiently realized or even not being realized at all, and an overview of root cause analysis with a brief review tof [...]
A discussion about what is meant by the term "the customer's agenda" and why it is important for CSMs both to know what this agenda is and then to do what they can to help their customer to achieve it. Working to the Customer's Agenda Suppliers Need Customers to Remain as Customers Realizing [...]
A discussion on how to approach the problem of providing meaningful measurement of indirect value in financial terms. Converting Indirect Value into Direct (Financial) Value
A discussion on how CSMs can assist when customer stakeholders are either unclear about what outcomes are important to them, or disgaree between themselves as to which outcomes are the most important. If Stakeholders Don't Know What They Want… If Stakeholders Don't Agree Between Them as to What They Want… [...]