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 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 template provides a structured Success Roadmap used to present how a customer initiative will deliver business outcomes over time. It outlines the business initiative, expected targets and KPIs, the supporting solution and adoption strategy, and a phased roadmap showing when adoption and value realization will occur. The template also includes sections for [...]
Download This template provides a personal evaluation tool for Customer Success Managers to assess their performance after completing a customer engagement. Using a spider chart with a 0–10 rating scale across multiple capability areas, the template helps individuals reflect on their effectiveness, identify strengths and gaps, and determine where to focus future Continuing Professional [...]
Download This template provides a structured format for documenting insights and outcomes from a completed customer engagement. It captures key reflections including challenges encountered and resolved, tools or templates created or improved during the engagement, lessons learned for future work, areas requiring improvement, and successes achieved. The template supports systematic review and knowledge sharing [...]
Download This template provides a structured engagement evaluation and learning log that Customer Success teams use throughout the lifecycle of a customer initiative. Separate worksheets capture insights from onboarding, adoption planning, adoption implementation, and multiple stages of value realization. Each stage records challenges solved, lessons learned, tools or templates created, supporting resources, process improvements, [...]
A guided role play on how to present a customer success roadmap to senior stakeholders during an EBR (executive business review). Example Customer Success Roadmap
An explanation of the role and purpose of the Customer Success Roadmap and step by step guidance on how to use itceate one. The Customer Success Roadmap
An explanation of the role and purpose of the Personal Evaluation Tool and step by step guidance on how to use it. Using the Personal Evaluation Tool