This section examines how Customer Success Managers identify and map key stakeholders within the customer organization. It explains how understanding stakeholder roles, influence, and perspectives helps ensure that the engagement is aligned with the needs of the people responsible for achieving the customer’s business outcomes. The workbook also highlights the importance of maintaining strong [...]

Download This section introduces Phase 2 of the Practical CSM Framework, Engagement Planning. It explains how Customer Success Managers prepare for the engagement by defining the scope of the initiative, identifying the stakeholders involved, and establishing how the engagement will be managed. The workbook discusses how structured planning helps ensure alignment between the customer [...]