"Tenets" (or guiding principles) Four to Six of customer success are described and explained. These are "The CSM understands the customer's business", "The CSM is a researcher and an analyst" and "The CSM is a consultant and an adviser". The CSM understands the customer's business The CSM is a researcher and an analyst [...]
An overview of what customer segmentation and value propositions are, and a discussion on how they relate to each other and why they are important for businesses to understand and to get right. Overview of Customer Segmentation Overview of Value Propositions
An explanation for what is meant by the term "business capability" and a discussion about how the concept of business capabilities can be used to define and understand eveything that a business does. Overview of Business Capabilities Using Business Capabilities to Model a Business
An overview of the different sources of customer-related information that are generally available for customer success managemers to use when performing research about a customer. The Need for Customer Research Sources for Researching Customer Information
First of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part provides an overview and discusses the Customer tab. The Customer Research Checklist Tool: Overview The Customer Research Checklist Tool: Customer Tab [...]
Second of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part discusses the Solution tab. The Customer Research Checklist Tool: Solution Tab
Third of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part discusses the Initiative and Stakeholders tabs. The Customer Research Checklist Tool: Initiative Tab The Customer Research Checklist Tool: Stakeholders Tab [...]
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 [...]