Consultative Questioning
A discussion on why consultative questioning skills are important to CSMs, together with an overview of consultative questioning best practice. Consultative Questioning
Reporting on the Financial Returns from the Investment
A discussion on how to report financial returns from the customer's investment in the solution and in their initiative more eidely. Reporting on the Financial Returns from the Investment
Reporting on Progress Towards Outcome Attainment
A discussion on how to report on progress towards the customer's attainment of their desired and required busines soutcomes. Reporting on Progress Towards Outcome Attainment
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 4
Part four of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses step 5, which covers how to take, meaningful measurements. Using Consultative Questioning Step 5: Measuring the Financial Value
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 3
Part three of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses step 4, which covers how to select early indicator KPIs in order to track and monitor progress towards outcome attainment. Using Consultative Questioning Step 4: Selecting early Indicator KPIs to [...]
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 2
Part two of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses steps 2 and 3, which cover how to determine general outcome requirements and how to secure the need for early indicator KPIs. Using Consultative Questioning Step 2: Determining General Outcome [...]
Using Consultative Questioning to Determine Outcome & KPI Requirements Part 1
Part one of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part provides an overview of the process and focuses on the first step, which is to explore and define the problem. Using Consultative Questioning to Determine Outcome & KPI Requirements Using Consultative [...]
The Role of the CSM in Sales Activities
A discussion on how CSMs can both collaborate with colleagues in Sales and also provide direct sales involvement within their CS role. The Role of the CSM in Sales Activities
Problem Solving and Root Cause Analysis Part Three
Part three of three on the topic of problem solving and root cause analysis. This part discusses the "Five Whys" concept and explains the two final steps in the process, namelyhow to identify and implement countermeasures and how to test for resolved. Five "Why?"s and the Cause and Effect Diagram Root Cause Analysis [...]
Problem Solving and Root Cause Analysis Part Two
Part two of three on the topic of problem solving and root cause analysis. This part explains the first three steps in the process, including how to define the problem, how to define the process and how to identify possible causes. Root Cause Analysis Step 1: Define the problem and explain its impact [...]