"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 [...]
The second of two workbooks covering Certified CSM Professional Module Seven: PCSMF5: Adoption Implementation Download
The first of two workbooks covering Certified CSM Professional Module Seven: PCSMF5: Adoption Implementation Download
The second of two workbooks covering Certified CSM Professional Module Six: PCSMF4: Adoption Planning Download
The first of two workbooks covering Certified CSM Professional Module Six: PCSMF4: Adoption Planning Download
A simple checklist that is designed for use during Practical CSM Framework Phase Five: Adoption Implementation, for ensuring that all the activities that need to be undertaken during the adoption process are carried out on time and to the right standard Download
A series of three checklists that can be used during during Practical CSM Framework Phase Four: Adoption Planning to document the activities that will be undertaken during the adoption process, and that enable the CSM to capture adoption barriers and adoption risks and assign activities and responsibilities for managing them Download
A series of checklists that can be used during during Practical CSM Framework Phase Four: Adoption Planning to document overall adoption requirements, capabilities and processes that will undergo change, impacted groups, plus practical considerations that must be allowed for within an adoption plan Download
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