An overview of the different sources of customer-related information that are generally available for customer success managemers to use when performing research about a customer. The Need for Customer Research Sources for Researching Customer Information
The difference between validated and unvalidated information and how to determine what data or information requires validation. Selecting Customer Information Validating Customer Information
First of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to customer, solution, outcomes and the customer's initiative. Information to Research: Customer Information to Research: Solution Information to [...]
Second of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to stakeholders and capabilities. Information to Research: Stakeholders Information to Research: Capabilities
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 [...]
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 [...]