"Tenets" (or guiding principles) Ten to Twelve of customer success are described and explained. These are "The CSM is a planner and a project manager", "The CSM is a problem solver" and "The CSM is a pragmatist". The CSM is a planner and a project manager The CSM is a problem solver The [...]
Download This section focuses on developing a Customer Success Plan that documents the activities required to help the customer achieve their desired outcomes. It explains how the plan brings together agreed objectives, actions, responsibilities, and timelines into a structured framework that both the customer and supplier can follow. The workbook highlights the importance of [...]
Download This section introduces Phase 4 of the Practical CSM Framework, Adoption Planning. It explains how Customer Success Managers translate the customer’s defined outcomes and success criteria into a structured plan of activities that supports successful adoption of the solution. The workbook discusses how to coordinate tasks, responsibilities, and timelines to ensure that the [...]
A discussion on how change management best practice techniques are fundamental to the adoption process, together with an overview of the ADKAR change management model. Adoption and Change Management The ADKAR Change Management Model
An overview of the role and purpose of adoption within customer success management, and a discussion on the role and purpose of pilots and phases Defining Adoption & the Importance of Adoption Adoption Pilots and Phases
Part two of two parts of a discussion about how to create an engagement strategy. This part discusses outcomes, milestones, measurements, activities and roadmaps. Engagement Strategy: Outcomes, Milestones & Measurements Engagement Strategy: Activities & Roadmap
Part one of two parts of a discussion about how to create an engagement strategy. This part discusses priority, complexity and maturity. Engagement Strategy: Priority, Complexity & Maturity
A discussion on the importance of and recommended best practice for engagement planning prior to meeting the customer's stakeholders, and an overview of the Engagement Strategy Tool. Engagement Planning & Engagement Strategy Tool