A series of simple checklists designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation, that provide a way to summarize the challenges, tools, lessons, improvements and successes for each framework phase of an engagement Download
A comprehensive tool used for evaluating the performance and activities within a customer engagement, designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation. The tool contains a series of templates that can be used to provide an overall evaluation of the engagement during each phase, plus a summary of the value attained and [...]
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
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 [...]
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 [...]
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 [...]
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 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)