Consultative Questioning
A discussion on why consultative questioning skills are important to CSMs, together with an overview of consultative questioning best practice. Consultative Questioning
Steps in the Performance Management Process
An overview of the recommended best practice steps to take in the performance management process. Steps in the Performance Management Process
Selecting Key Performance Indicators (KPIs)
An explanation of the concept of KPIs (key performance indicators) and a discussion about how to select meaningful and relevant KPIs for calculating customer value. Selecting Key Performance Indicators (KPIs)
Consultative Questioning
A refresher on the importance of consultative questioning skills, and a description for how they can be used to uncover additional areas for value realization. Consultative Questioning
Value is Not Always the Same
An explanation as to why value changes depending upon the situation, including between different solutions, different customers and different stakeholders. Value is Not Always the Same
Promised and Anticipated Value
An overview of what happens during Practical CSM Framework Phase Six: Value Realization and why it is essential for CSMs to understand both what value has been promised to the customer and what additional value the customer desires to attain. Promised and Anticipated Value
Adoption Activity Measurement
A discussion about the importance of measuring adoption activities to determine results, followed by a breakdown of core measurement components including targets, baselines and milestones. Adoption Activity Measurement and Reporting Targets, Baselines and Milestones