Download This case-study exercise tests the learner’s ability to analyze a customer scenario, evaluate engagement progress, and prepare for an Executive Business Review (EBR). Students review a detailed scenario, complete an engagement evaluation using the provided tool, determine the appropriate attendees and agenda for an executive review meeting, and prepare a presentation to summarize [...]
Download This case study exercise asks learners to analyze a customer health score dataset and plan Customer Success activities for the next quarter. Using the provided health score dashboard for multiple customers, learners must interpret risk, opportunity, and account trends, then design a structured activity plan to reduce churn, increase renewal value, and identify [...]
Download This template is used to track challenges or change requirements that arise during the value realization phase of a customer initiative. It allows Customer Success teams to document the issue, assess its impact on the adoption initiative, define corrective actions, assign ownership, and monitor progress toward resolution. By capturing deadlines, completion status, and [...]
Download This checklist template helps Customer Success professionals verify that the key activities required for successful value realization are being completed throughout a customer engagement. It guides the CSM through a structured review of research, onboarding, adoption planning and implementation, progress measurement, customer communication, renewal readiness, expansion opportunities, and customer advocacy. Each item can [...]
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 as to why value changes depending upon the situation, including between different solutions, different customers and different stakeholders. Value is Not Always the Same
A discussion about how value can be measured, including an explanation of the difference between direct and indirect value. Determining the Value Generated Direct Value (Direct Benefits)
An overview of what happens during Practical CSM Framework Phase Six: Value Realization and why it is essential for CSMs to understand both what value has been promised to the customer and what additional value the customer desires to attain. Promised and Anticipated Value