Download This section focuses on how Customer Success Managers support and manage the customer adoption process. It explains how to plan, monitor, and guide adoption activities to ensure that customers begin using the solution effectively and consistently. The workbook also highlights the importance of identifying adoption barriers, supporting user engagement, and maintaining alignment with [...]
Download This section introduces Phase 5 of the Practical CSM Framework, Adoption Planning. It explains how Customer Success Managers design and coordinate structured plans that guide customers through the process of adopting and using the solution. The workbook discusses how to define adoption activities, assign responsibilities, and establish milestones that help ensure the customer [...]
An explanation as to what needs to be done at the end of the adoption implementation process in order to ensure customer stakeholders are satisfied with the results and that the customer can now commence value realization activities. Includes discussion on gaining sign off from the customer. Adoption Project Completion: Sign Off Adoption [...]
An overview of the best practice techniques for handling problems, including detailed step-by-step processes for root cause analysis and for problem management. Best Practices for Problem Handling
A discussion about the need for reporting both during and following adoption implementation, including an overview of how to format information in order to make it easily understandable. Reporting
A discussion about the importance of measuring adoption activities to determine results, followed by a breakdown of core measurement components including targets, baselines and milestones. Adoption Activity Measurement and Reporting Targets, Baselines and Milestones
Part one of two, dealing with adoption task management. This part explains how CPM (critical path method) can be applied to an adoption implementation to determine the critical path through the implementaiton project in order to calculate total duration. It also discusses how to combine WBS with CPM to enable high quality project [...]
Part one of two, dealing with adoption task management. This part provides an overview of adoption task management and explains how to use WBS (work breakdown structure) to determine what tasks need to be completed and in what order to complete them. Adoption Task Management Work Breakdown Structure (WBS)
A discussion about how conflict can arise during adoption implementation and an overview of a best practice process for managing conflict if it does arise Managing End User Conflict
A discussion about the import role that both stakeholders and end users play in the successful implementation of an adoption project, and an overview of best practice advice managing them. Managing People