An explanation of the concept of a customer success knowledgebase, together with a discussion on data protection, data redundancy and how to manage data and information storage and management systems. The Customer Success Knowledgebase The Customer Success Knowledgebase: 1 - Data Protection The Customer Success Knowledgebase: 2 - Data Redundancy The Customer Success [...]
A discussion about what is meant by the term "the customer's agenda" and why it is important for CSMs both to know what this agenda is and then to do what they can to help their customer to achieve it. Working to the Customer's Agenda Suppliers Need Customers to Remain as Customers Realizing [...]
Practical advice on how to create a customer success propsal for a customer engagement and how to present it to and use it with customer stakeholders Completing the Customer Success Proposal
A detailed, step by step guide to creating and leading productive and efficient meetings. Meetings Best Practice
An explanation of what a customer success propsal is, together with a discussion about what to put into it and how to use it. An explanation of what a customer success propsal is, together with a discussion about what to put into it and how to use it.
An overview of the purpose and process of working with the customer, together with a brief discussion of the fundamental knowledge and skills necessary to engage successfully with customer stakeholders. Working With the Customer: Key Concepts
Part two of two parts of a discussion about how to create an engagement strategy. This part discusses outcomes, milestones, measurements, activities and roadmaps. Engagement Strategy: Outcomes, Milestones & Measurements Engagement Strategy: Activities & Roadmap
Part one of two parts of a discussion about how to create an engagement strategy. This part discusses priority, complexity and maturity. Engagement Strategy: Priority, Complexity & Maturity
A discussion on the importance of and recommended best practice for engagement planning prior to meeting the customer's stakeholders, and an overview of the Engagement Strategy Tool. Engagement Planning & Engagement Strategy Tool
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 [...]