"Tenets" (or guiding principles) Thirteen to Fourteen of customer success are described and explained. These are "The CSM proactively seeks further sales opportunities" and "The CSM should do as little as possible - ideally nothing at all". Advice is also provided for CSMs to reflect upon their own knowledge, skills and experience. The [...]
Download This template provides a personal evaluation tool for Customer Success Managers to assess their performance after completing a customer engagement. Using a spider chart with a 0–10 rating scale across multiple capability areas, the template helps individuals reflect on their effectiveness, identify strengths and gaps, and determine where to focus future Continuing Professional [...]
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
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 [...]
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 [...]
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 [...]
An overview of KSA (knowledge, skills and attitude) and how KSA levels of impacted users affect the onboarding process. Knowledge Skills & Attitude (KSA) Concepts