An overview of the different sources of customer-related information that are generally available for customer success managemers to use when performing research about a customer. The Need for Customer Research Sources for Researching Customer Information
A short series of checklists for documenting research undertaken during Practical CSM Framework Phase Three: Onboarding. Includes a checklist for documenting information pertaining to all onboarding situations and a checklist for documenting additional information that might be required for a custom or bespoke onboarding service Download
An explanation as to the role of the CSM within the adoption planning process, with specific reference to the relationship between CSM and customer stakeholders. The Role of the CSM in Adoption Planning
A discussion about how get adoption requirements for an engagement agreed by all relevant stakeholders. Getting the Adoption Requirements Agreed
An overview of what the Stakeholder Management Matrix is and practical advice on how to use it to create a stakeholder management matrix for a customer engagement Using the Stakeholder Management Matrix