"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 [...]
The second of two workbooks covering Certified CSM Professional Module Six: PCSMF4: Adoption Planning Download
The first of two workbooks covering Certified CSM Professional Module Six: PCSMF4: Adoption Planning Download
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