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
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 [...]
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 guided role play on how to present a customer success roadmap to senior stakeholders during an EBR (executive business review). Example Customer Success Roadmap
An explanation of the role and purpose of the Customer Success Roadmap and step by step guidance on how to use itceate one. The Customer Success Roadmap
An explanation of the role and purpose of the Personal Evaluation Tool and step by step guidance on how to use it. Using the Personal Evaluation Tool
An explanation of the role and purpose of the Engagement Evaluation Tool and step by step guidance on how to use it. Using the Engagement Evaluation Tool
Part 3 of 3 of a discussion about adoption planning tools. This part focuses on adoption barriers and on adoption risks. Adoption Planning Tools: Adoption Barriers Adoption Planning Tools: Adoption Risks
Part 2 of 3 of a discussion about adoption planning tools. This part focuses on impacted groups, on adoption activities and on practical considerations. Adoption Planning Tools: Impacted Groups Adoption Planning Tools: Adoption Activities Adoption Planning Tools: Practical Considerations