Download This workbook explains how Customer Success Managers prepare and present a Customer Success Engagement Proposal. It focuses on defining the scope of the engagement, clarifying responsibilities between the supplier and the customer, and setting expectations for how the initiative will be managed. The material also discusses how tools such as RACI matrices and [...]
This section introduces the fundamentals of how businesses operate and why Customer Success Managers need a basic understanding of business concepts. It explains why businesses exist, how they create value for their owners and other stakeholders, and how revenues, costs, and profits are calculated. The workbook also explores how companies generate value for customers [...]
Download This section explains how Customer Success Managers prepare for a new customer engagement by conducting research and gathering information about the customer organization. It focuses on understanding the customer’s business, industry context, and strategic priorities so that the engagement can be aligned with the customer’s objectives and value expectations. Covers: Preparing for a [...]
Download This section introduces the concept of Customer Success Management and explains how it differs from traditional customer service or account management. It outlines the purpose of Customer Success, the role of the Customer Success Manager, and how Customer Success focuses on helping customers achieve the outcomes they expected when purchasing a product or [...]
A discussion on how to determine what type (or types) of onboarding service might be the right service to offer your own customers. Onboarding Services at Your Company
Part 2 of 2. An overview of the customized onboarding service model. Using a Customized Onboarding Service Model
Part 1 of 2. A discussion about how to select between generic or customized onboarding as the model to offer a customer, plus a more detailed overview of the generic onboarding service model. Selecting an Onboarding Service Model Using a Generic Onboarding Service Model
An overview of the differences between onboarding, adoption and value realization phases within the Practical CSM Framework. Onboarding Vs Adoption Vs Value Realization
A discussion on why onboarding is important to get right from the perspectives of both customers and suppliers. Why is Onboarding Important?
An explanation for what is meant by the term "onboarding" and a brief overview of what it includes. What is "Onboarding"?