This discussion defines Customer Success as a structured, proactive discipline focused on enabling customers to achieve measurable outcomes through effective adoption and value realization. It emphasizes that Customer Success is not reactive support or account management, but a strategic approach that aligns customer objectives with business goals across the lifecycle. Covers: Defining Customer [...]
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
Download This template provides a structured format for documenting and managing stakeholder engagement throughout a customer initiative. It enables teams to record stakeholder roles, influence, interests, concerns, and desired outcomes, and to define specific engagement strategies, ownership, timelines, and success measures to guide stakeholder management activities. Covers: Documenting stakeholder identity and organizational role Assessing [...]
Download This template is designed to help Customer Success professionals identify, assess, and plan engagement with key stakeholders involved in a customer initiative. It provides a structured framework for mapping stakeholders based on their authority and level of interest, enabling teams to determine appropriate engagement strategies and manage relationships effectively throughout the lifecycle of [...]
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)