Management vs Leadership
RACI Matrix
A template RACI Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to determine roles and responsibilities within the entire initiative or within one specific component of it (for example an implementation rollout, or an adoption project) Download
The Role of the CSM in Adoption Planning
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
Adoption Fundamentals
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
Using the Stakeholder Management Matrix
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