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Onboarding Requirements Checklist

A short series of checklists for documenting research undertaken during Practical CSM Framework Phase Three: Onboarding. Includes a checklist for documenting information pertaining to all onboarding situations and a checklist for documenting additional information that might be required for a custom or bespoke onboarding service Download

Onboarding Scoring Matrix

A "quick and dirty" tool during Practical CSM Framework Phase Three: Onboarding, for gaining a rapid but non-detailed understanding of the overall level of onboarding assistance the customer is likely to require, based upon the relative complexity of four criteria, namely solution requirements, customization requirements, adoption requirements, and customer maturity level Download [...]

Using Tools & Templates Part Two

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 [...]

Using Tools & Templates Part One

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 [...]

The Customer Research Checklist Tool Part Four

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 [...]