Fundamental information about what is meant by the terms "customer success" and "customer success management", including what they are, what they do, and what value they provide. What is Customer Success and Why is it Important? What is Customer Success Management? Why Invest in Customer Success Management?
A discussion on why businesses are constantly needing to change, with examples to illustrate how this works in real life. Why Businesses are Constantly Changing Example sof Drivers for Change
A discussion about vision and strategy formulation and how it occurs in a modern business. What is Vision and Strategy? How Businesses Formulate a Vision and Strategies
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 discussion on how CSMs can assist when customer stakeholders are either unclear about what outcomes are important to them, or disgaree between themselves as to which outcomes are the most important. If Stakeholders Don't Know What They Want… If Stakeholders Don't Agree Between Them as to What They Want… [...]
An overview of the recommended best practice steps to take in the performance management process. Steps in the Performance Management Process
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
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)