Download This resource provides an onboarding requirements questionnaire template used to collect and organize the information needed to plan a successful customer onboarding initiative. The template helps Customer Success teams document key customer details, identify the products and services involved, capture onboarding milestones, and define the communication, training, certification, and support needs of each [...]
Download This resource provides an onboarding scoring matrix used to quickly estimate the likely complexity of a customer onboarding initiative. The tool allows Customer Success teams to score key factors such as solution complexity, required customization, adoption needs, and customer maturity. The combined score produces a simple indicator of onboarding complexity, helping teams determine [...]
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 [...]
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
Fourth of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part discusses the Progress tab and provides advice on utilization. The Customer Research Checklist Tool: Progress Tab The Customer Research Checklist Tool: Utilization [...]