Creating a Roadmap Roadmap components A roadmap is simply a high level timeline that makes it easy for both you as the CSM and for others that you share your roadmap with to track engagement progress and the completion of key milestones over time. The concept of a roadmap is that it enables [...]
Managing Information Gaps What do we mean by “Information Gap”? Once you have gone through the process of information gathering it is highly likely that you will have discovered “information gaps”. An information gap is simply a piece of information that you need but do not (yet) have. This can happen for all [...]
CSM Requirements Internal Outcomes As well as the customer’s outcome requirements your own company will (or should) have its own agenda for this engagement, and these could be defined as the “internal outcomes”. This might be as simple as “make sure as best you can that they renew their contract each year” but it [...]
A discussion on the fourth of fourteen tenets (or principles) of customer success management, as laid down in Chapter One of the book "Practical Customer Success Management". The fourth tenet is "The CSM Understands the Customer's Business" The 14 Tenets of Customer Success Series – Tenet 4: The CSM understands the customer's business This [...]
4.6 Solution information What have we sold them? Perhaps the most obvious information to discover is information about what has been sold. It certainly pays for the CSM to ensure they have a thorough understanding of this topic since they will be responsible for helping the customer to make sense of what they’ve [...]
The third in a short series discussing the importance of preparation prior to engaging with a new customer, and explaining the key steps to take during the preparation phase Preparing for a New Customer Engagement Part Three: Internal Handover and Customer Information Internal handover Types of Handover A great starting point for CSMs [...]
The second in a short series discussing the importance of preparation prior to engaging with a new customer, and explaining the key steps to take during the preparation phase Preparing for a New Customer Engagement Part Two: Getting Hold of Information Accessing the Information You Need Where to Find Information At this early stage in [...]
The first in a short series discussing the importance of preparation prior to engaging with a new customer, and explaining the key steps to take during the preparation phase Preparing for a New Customer Engagement Part One: Why Preparation is Important What is Preparation? The Purpose of Preparation In this short series [...]
The second in a two part series dealing with the essential skill of managing objections in order to help facilitate successful outcomes from discussions and negotiations with a customers' stakeholders The Art and Science of Objection Handling Part B: Steps Four to Six Objections are Important Objections from customers’ stakeholders are inevitably going to [...]
The first in a two part series dealing with the essential skill of managing objections in order to help facilitate successful outcomes from discussions and negotiations with a customers' stakeholders The Art and Science of Objection Handling Part A: Steps One to Three Objections are Important Objections from customers’ stakeholders are inevitably going to [...]