Reporting on the Financial Returns from the Investment
A discussion on how to report financial returns from the customer's investment in the solution and in their initiative more eidely. Reporting on the Financial Returns from the Investment
Reporting on Progress Towards Outcome Attainment
A discussion on how to report on progress towards the customer's attainment of their desired and required busines soutcomes. Reporting on Progress Towards Outcome Attainment
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 4
Part four of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses step 5, which covers how to take, meaningful measurements. Using Consultative Questioning Step 5: Measuring the Financial Value
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 3
Part three of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses step 4, which covers how to select early indicator KPIs in order to track and monitor progress towards outcome attainment. Using Consultative Questioning Step 4: Selecting early Indicator KPIs to [...]
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 2
Part two of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses steps 2 and 3, which cover how to determine general outcome requirements and how to secure the need for early indicator KPIs. Using Consultative Questioning Step 2: Determining General Outcome [...]
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 1
Part one of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part provides an overview of the process and focuses on the first step, which is to explore and define the problem. Using Consultative Questioning to Determine Outcome & KPI Requirements Using Consultative [...]
Working to the Customer’s Agenda
A discussion about what is meant by the term "the customer's agenda" and why it is important for CSMs both to know what this agenda is and then to do what they can to help their customer to achieve it. Working to the Customer's Agenda Suppliers Need Customers to Remain as Customers Realizing [...]
Converting Indirect Value into Direct (Financial) Value
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
If Stakeholders Don’t Know or Cannot Agree What They Want…
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… [...]
Defining the Outcome Requirements and KPIs
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