Download This case study exercise focuses on stakeholder analysis and stakeholder management planning during a customer implementation project. Learners review a detailed scenario involving the launch of a cloud-based accounting platform and identify key stakeholders, analyze their roles, authority, and interests, and develop a structured stakeholder management approach to support successful onboarding and adoption [...]
Download This template provides a structured proposal document used to define the post-implementation Customer Success engagement between a supplier and its customer. It outlines the support activities that will be provided after purchase, including onboarding, adoption, value creation, and reporting, and documents the responsibilities and contact details of the Customer Success Manager and the [...]
Download This template provides a structured format for documenting and managing stakeholder engagement throughout a customer initiative. It enables teams to record stakeholder roles, influence, interests, concerns, and desired outcomes, and to define specific engagement strategies, ownership, timelines, and success measures to guide stakeholder management activities. Covers: Documenting stakeholder identity and organizational role Assessing [...]
Download This template is designed to help Customer Success professionals identify, assess, and plan engagement with key stakeholders involved in a customer initiative. It provides a structured framework for mapping stakeholders based on their authority and level of interest, enabling teams to determine appropriate engagement strategies and manage relationships effectively throughout the lifecycle of [...]
Download This template provides a RACI responsibility matrix used to define roles and accountability for activities within a customer initiative. It maps key tasks across the initiative lifecycle to executive and functional stakeholders, identifying who is responsible for performing the work, who is accountable for outcomes, who must be consulted for input, and who [...]