A tool designed for use during Practical CSM Framework Phase Six: Value Realization, for documenting challenges or obstacles that are encountered during the ongoing value realization phase, and for documenting customer and/or solution changes that are also encountered Download
A simple checklist that is designed for use during Practical CSM Framework Phase Six: Value Realization, for ensuring that all the activities that need to be undertaken during value realization are carried out to the right standard on a regular ongoing cadence for each phase and/or for the engagement as a whole Download [...]
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