Download This resource provides a structured adoption planning template designed to help Customer Success teams organize and manage the activities required to support successful customer adoption of a new solution, process, or capability. The template guides teams through identifying impacted stakeholder groups, documenting required changes, planning communications, training, and support, and systematically tracking potential [...]
Download This topic introduces an adoption planning checklist used to capture the key information required to prepare and execute a customer adoption initiative. The checklist guides Customer Success Managers and customer stakeholders through documenting objectives, impacted user groups, required capabilities and processes, training needs, implementation considerations, and success measurements. By working through each section, [...]
Download This resource provides an onboarding activity checklist template used to plan, track, and evaluate the individual tasks required to complete a customer onboarding initiative. The template helps Customer Success teams break onboarding into specific activities, document the expected outputs of each task, define the customer and company outcomes the activity supports, and track [...]
Download This resource provides an onboarding requirements questionnaire template used to collect and organize the information needed to plan a successful customer onboarding initiative. The template helps Customer Success teams document key customer details, identify the products and services involved, capture onboarding milestones, and define the communication, training, certification, and support needs of each [...]
Part two of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 4, 5, 6 and 7. Using Tools & Templates within Phase 4: Adoption Planning Using Tools [...]
Part one of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 1, 2 and 3. Using Tools & Templates Using Tools & Templates within Phase 1: Preparation [...]
Fourth 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 Progress tab and provides advice on utilization. The Customer Research Checklist Tool: Progress Tab The Customer Research Checklist Tool: Utilization [...]