This discussion explores consultative questioning as a core skill for Customer Success, emphasizing how structured, thoughtful questions uncover deeper business needs and drive meaningful dialogue. It highlights the importance of curiosity, active listening, and avoiding assumptions to move conversations from surface-level requests to strategic value discussions. Covers: Defining consultative questioning Moving beyond transactional [...]
A discussion on how to approach the problem of providing meaningful measurement of indirect value in financial terms. Converting Indirect Value into Direct (Financial) Value
An overview of the recommended best practice steps to take in the performance management process. Steps in the Performance Management Process
An explanation as to the link between knowledge and power, and a discussion on how a better understanding of progress being made enables CSMs to help customers attain their outcomes more productively and efficiently. Knowledge is Power Progress Towards Outcome Attainment
A discussion about the types of problems that can be experienced when attempting to define and measure value, as well as a discussion on where value comes from. Problems With Value Realization Where Does Value Come From?
An explanation of the concept of KPIs (key performance indicators) and a discussion about how to select meaningful and relevant KPIs for calculating customer value. Selecting Key Performance Indicators (KPIs)
A refresher on the importance of consultative questioning skills, and a description for how they can be used to uncover additional areas for value realization. Consultative Questioning
An explanation as to why value changes depending upon the situation, including between different solutions, different customers and different stakeholders. Value is Not Always the Same
A discussion about how value can be measured, including an explanation of the difference between direct and indirect value. Determining the Value Generated Direct Value (Direct Benefits)
An overview of what happens during Practical CSM Framework Phase Six: Value Realization and why it is essential for CSMs to understand both what value has been promised to the customer and what additional value the customer desires to attain. Promised and Anticipated Value