“Automated CS” is not “Lower Quality CS”
Sources for Researching Customer Information
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
Selecting & Validating 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
Information to Research Part One
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 [...]
Information to Research Part Two
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
Tenet Four: The CSM Understands the Customer’s Business
A discussion on the fourth of fourteen tenets (or principles) of customer success management, as laid down in Chapter One of the book "Practical Customer Success Management". The fourth tenet is "The CSM Understands the Customer's Business" The 14 Tenets of Customer Success Series – Tenet 4: The CSM understands the customer's business This [...]
The Customer Success Knowledgebase
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 [...]
The Customer Research Checklist Tool Part Four
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 [...]
Presenting Financial Performance Information
A discussion about how to present financial information to decision makers and other senior stakeholders in order to help them understand the information and make high quality decisions upon it Reporting on Financial Value Realization It's my belief that business consulting and financial reporting should be a normal part of the core activities of [...]