Consultative Questioning
A discussion on why consultative questioning skills are important to CSMs, together with an overview of consultative questioning best practice. Consultative Questioning
Information to Research Part One
First of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to customer, solution, outcomes and the customer's initiative. Information to Research: Customer Information to Research: Solution Information to [...]
Example Customer Success Roadmap
A guided role play on how to present a customer success roadmap to senior stakeholders during an EBR (executive business review). Example Customer Success Roadmap
The Customer Success Roadmap
An explanation of the role and purpose of the Customer Success Roadmap and step by step guidance on how to use itceate one. The Customer Success Roadmap
Using the Personal Evaluation Tool
An explanation of the role and purpose of the Personal Evaluation Tool and step by step guidance on how to use it. Using the Personal Evaluation Tool
Using the Engagement Evaluation Tool
An explanation of the role and purpose of the Engagement Evaluation Tool and step by step guidance on how to use it. Using the Engagement Evaluation Tool
The Importance of Engagement Evaluation Part Two
Part two of two on why it is important to take a regular step back from day-to-day activities in order to assess those activities' value to yourself, your company and your customers. The focus of this part is on assessing value to your own company and to yourself. What Value Has the Supplier [...]
The Importance of Engagement Evaluation Part One
Part one of two on why it is important to take a regular step back from day-to-day activities in order to assess those activities' value to yourself, your company and your customers. The focus of this part is on assessing value to the customer. Why Evaluate What We Do? What Value Has the [...]
Executive Business Review Best Practice
A discussion about EBR (executive business review) best pratice, including the role of the CSM at EBRs, how to manage an EBR and how to ensure your EBR is valuable to senior stakeholders. Executive Business Review Best Practice Getting Senior Stakeholders to Attend
The Executive Business Review (EBR)
An explanation of the role and purpose of the EBR (executive business review) and a discussion on how to structure an EBR, who to invite to them and how often to have them. Overview of the Executive Business Review (EBR) Cadence & Attendees the Executive Business Review Structure of an Executive Business Review [...]