Download This template provides a structured proposal document used to define the post-implementation Customer Success engagement between a supplier and its customer. It outlines the support activities that will be provided after purchase, including onboarding, adoption, value creation, and reporting, and documents the responsibilities and contact details of the Customer Success Manager and the [...]
A discussion on who benefits from customer success management and how customer success management can be used during sales and marketing activities to help differentiate the solution from competitors' offerings. Who Benefits from Customer Success Management? Customer Success Management as a Sales Feature
Part two of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 4, 5, 6 and 7. Using Tools & Templates within Phase 4: Adoption Planning Using Tools [...]
Part one of a two part discussion on tools and templates. In this part, the general benefits of tools and templates are described, and there are overviews of the tools and templates for Practical CSM Framework Phases 1, 2 and 3. Using Tools & Templates Using Tools & Templates within Phase 1: Preparation [...]
A reminder of the value of using a best practice framework to enable maximum productivity and efficiency whilst maintaining quality standards and ensuring consistency across a team. Using a Best Practice Framework
An explanation of the concept of a customer success knowledgebase, together with a discussion on data protection, data redundancy and how to manage data and information storage and management systems. The Customer Success Knowledgebase The Customer Success Knowledgebase: 1 - Data Protection The Customer Success Knowledgebase: 2 - Data Redundancy The Customer Success [...]
Practical advice on how to create a customer success propsal for a customer engagement and how to present it to and use it with customer stakeholders Completing the Customer Success Proposal
An explanation of what a customer success propsal is, together with a discussion about what to put into it and how to use it. An explanation of what a customer success propsal is, together with a discussion about what to put into it and how to use it.