This discussion explores consultative questioning as a core skill for Customer Success, emphasizing how structured, thoughtful questions uncover deeper business needs and drive meaningful dialogue. It highlights the importance of curiosity, active listening, and avoiding assumptions to move conversations from surface-level requests to strategic value discussions. Covers: Defining consultative questioning Moving beyond transactional [...]
An overview of the BMM (Business Motivation Model), including discussion on each component of the BMM and how they come together to create meaningful change within a business. The Business Motivation Model (BMM) Using the BMM to Create Meaningful Change
A discussion on how to approach the problem of providing meaningful measurement of indirect value in financial terms. Converting Indirect Value into Direct (Financial) Value
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… [...]
A discussion on how CSMs can go about the tasks of defining customer's outcome requirements and determining KPIs for measuring these requirements. Defining the Outcome Requirements and KPIs
An overview of the recommended best practice steps to take in the performance management process. Steps in the Performance Management Process
An explanation as to the link between knowledge and power, and a discussion on how a better understanding of progress being made enables CSMs to help customers attain their outcomes more productively and efficiently. Knowledge is Power Progress Towards Outcome Attainment
A discussion about the types of problems that can be experienced when attempting to define and measure value, as well as a discussion on where value comes from. Problems With Value Realization Where Does Value Come From?
An explanation of the concept of KPIs (key performance indicators) and a discussion about how to select meaningful and relevant KPIs for calculating customer value. Selecting Key Performance Indicators (KPIs)
A refresher on the importance of consultative questioning skills, and a description for how they can be used to uncover additional areas for value realization. Consultative Questioning