Second of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to stakeholders and capabilities. Information to Research: Stakeholders Information to Research: Capabilities
Download This template provides a structured format for documenting and managing stakeholder engagement throughout a customer initiative. It enables teams to record stakeholder roles, influence, interests, concerns, and desired outcomes, and to define specific engagement strategies, ownership, timelines, and success measures to guide stakeholder management activities. Covers: Documenting stakeholder identity and organizational role Assessing [...]
Download This template is designed to help Customer Success professionals identify, assess, and plan engagement with key stakeholders involved in a customer initiative. It provides a structured framework for mapping stakeholders based on their authority and level of interest, enabling teams to determine appropriate engagement strategies and manage relationships effectively throughout the lifecycle of [...]
Download This template provides a RACI responsibility matrix used to define roles and accountability for activities within a customer initiative. It maps key tasks across the initiative lifecycle to executive and functional stakeholders, identifying who is responsible for performing the work, who is accountable for outcomes, who must be consulted for input, and who [...]
A discussion on how CSMs can assist when customer stakeholders are either unclear about what outcomes are important to them, or disgaree between themselves as to which outcomes are the most important. If Stakeholders Don't Know What They Want… If Stakeholders Don't Agree Between Them as to What They Want… [...]
A discussion about the need for reporting both during and following adoption implementation, including an overview of how to format information in order to make it easily understandable. Reporting
A discussion about how conflict can arise during adoption implementation and an overview of a best practice process for managing conflict if it does arise Managing End User Conflict
A discussion about the import role that both stakeholders and end users play in the successful implementation of an adoption project, and an overview of best practice advice managing them. Managing People
A discussion on the different roles played by the CSM and customer stakeholders during the adoption implementation process. Adoption Implementation Roles
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