Download This template provides a personal evaluation tool for Customer Success Managers to assess their performance after completing a customer engagement. Using a spider chart with a 0–10 rating scale across multiple capability areas, the template helps individuals reflect on their effectiveness, identify strengths and gaps, and determine where to focus future Continuing Professional [...]
Download This template provides a structured format for documenting insights and outcomes from a completed customer engagement. It captures key reflections including challenges encountered and resolved, tools or templates created or improved during the engagement, lessons learned for future work, areas requiring improvement, and successes achieved. The template supports systematic review and knowledge sharing [...]
Download This template provides a structured engagement evaluation and learning log that Customer Success teams use throughout the lifecycle of a customer initiative. Separate worksheets capture insights from onboarding, adoption planning, adoption implementation, and multiple stages of value realization. Each stage records challenges solved, lessons learned, tools or templates created, supporting resources, process improvements, [...]
A discussion on who benefits from customer success management and how customer success management can be used during sales and marketing activities to help differentiate the solution from competitors' offerings. Who Benefits from Customer Success Management? Customer Success Management as a Sales Feature
A guided role play on how to present a customer success roadmap to senior stakeholders during an EBR (executive business review). Example Customer Success Roadmap
An explanation of the role and purpose of the Customer Success Roadmap and step by step guidance on how to use itceate one. The Customer Success Roadmap
An explanation of the role and purpose of the Personal Evaluation Tool and step by step guidance on how to use it. Using the Personal Evaluation Tool
An explanation of the role and purpose of the Engagement Evaluation Tool and step by step guidance on how to use it. Using the Engagement Evaluation Tool
Part one of two on why it is important to take a regular step back from day-to-day activities in order to assess those activities' value to yourself, your company and your customers. The focus of this part is on assessing value to the customer. Why Evaluate What We Do? What Value Has the [...]
A discussion about EBR (executive business review) best pratice, including the role of the CSM at EBRs, how to manage an EBR and how to ensure your EBR is valuable to senior stakeholders. Executive Business Review Best Practice Getting Senior Stakeholders to Attend