A simple "spider diagram" style tool designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation, that can be used either to evaluate one's own personal performance or the performance of a team member in order to help determine knowledge, skills and expertise gaps to be filled Download
A series of simple checklists designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation, that provide a way to summarize the challenges, tools, lessons, improvements and successes for each framework phase of an engagement Download
A comprehensive tool used for evaluating the performance and activities within a customer engagement, designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation. The tool contains a series of templates that can be used to provide an overall evaluation of the engagement during each phase, plus a summary of the value attained and [...]
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