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14 Tenets of Customer Success Part 1 of 5

"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 [...]

Adoption Plan

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

Adoption Research Checklist

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

Adoption Project Completion

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 [...]