A tool designed for use during Practical CSM Framework Phase Six: Value Realization, for documenting challenges or obstacles that are encountered during the ongoing value realization phase, and for documenting customer and/or solution changes that are also encountered Download
Part three of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 5 to 7, namely lack of insight into customers' needs, too much time spent on admin, and lack of best practice resources. Pitfall 5: A Lack of Insight Into Your Customer's Business Pitfall 6: Too Much [...]
Part one of three about common CSM traps and pitfalls. This part provides an overview of some of the most common problems, challenges, traps and pitfalls that CSMs might encounter and a discussion on pitfalls 1 and 2, namely doing too much for each customer, and not leaving time for CPD. Common CSM [...]
Part two of three about common CSM traps and pitfalls. This part provides a discussion on pitfalls 3 and 4, namely not understanding your own success strategy, and focusing on technical instead of business issues. Pitfall 3: Not Understanding Your Own Company's Customer Success Strategy Pitfall 4: Focusing on Technical Instead of Business [...]
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 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
Part 3 of 3 of a discussion about adoption planning tools. This part focuses on adoption barriers and on adoption risks. Adoption Planning Tools: Adoption Barriers Adoption Planning Tools: Adoption Risks