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
A simple template for creating a "customer success contract" or similar statement during Practical CSM Framework Phase Two: Commitment, that clarifies what work will be done and the types of help and assistance that the customer can expect from the CSM, together with an agreement on how the CSM will collaborate with the customer Download [...]
A tool for documenting the CSM's stakeholder management plan that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement, and that is designed to be added to, amended and referred to at regular intervals (eg monthly) thereafter Download
A template Stakeholder Management Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to document and analyze relative levels of power and interest for each customer stakeholder Download
A template RACI Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to determine roles and responsibilities within the entire initiative or within one specific component of it (for example an implementation rollout, or an adoption project) Download
A tool for documenting the engagement strategy during Practical CSM Framework Phase One: Preparation and thereafter. Includes templates for information pertaining to the overall strategy and to the work to be completed within each phase of the framework Download
A series of checklists for documenting research undertaken during Practical CSM Framework Phase One: Preparation and thereafter. Includes checklists for information pertaining to the customer's organization, the solution, the customer's initiative, the customer's stakeholders and the current status of the engagement Download
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
A simple checklist that is designed for use during Practical CSM Framework Phase Six: Value Realization, for ensuring that all the activities that need to be undertaken during value realization are carried out to the right standard on a regular ongoing cadence for each phase and/or for the engagement as a whole Download [...]