"Tenets" (or guiding principles) One to Three of customer success are described and explained. These are "The CSM Exists to Create Value for Their Own Company", "The CSM's primary task is to help customers attain measurable value from using their company’s products and services" and "The CSM is a subject matter expert in [...]
Download This section focuses on how Customer Success Managers support and manage the customer adoption process. It explains how to plan, monitor, and guide adoption activities to ensure that customers begin using the solution effectively and consistently. The workbook also highlights the importance of identifying adoption barriers, supporting user engagement, and maintaining alignment with [...]
Download This section introduces Phase 5 of the Practical CSM Framework, Adoption Planning. It explains how Customer Success Managers design and coordinate structured plans that guide customers through the process of adopting and using the solution. The workbook discusses how to define adoption activities, assign responsibilities, and establish milestones that help ensure the customer [...]
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 an adoption readiness checklist used to confirm that all planning, preparation, and coordination activities required for a successful adoption initiative have been completed before launch. The checklist helps Customer Success teams verify that project outcomes, process changes, impacted users, training requirements, communications, resources, and risk mitigation plans have all been [...]
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, [...]
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