This discussion explores consultative questioning as a core skill for Customer Success, emphasizing how structured, thoughtful questions uncover deeper business needs and drive meaningful dialogue. It highlights the importance of curiosity, active listening, and avoiding assumptions to move conversations from surface-level requests to strategic value discussions. Covers: Defining consultative questioning Moving beyond transactional [...]
The concept of customer lifetime value (or CLV) and its importance to a company's ongoing success is discussed and explained, together with an example of how CLV might be calculated. In addition the concept of customer advocacy and the role of the CSM in securing increased advocacy is described. Customer Lifetime Value (CLV) [...]
"Tenets" (or guiding principles) One to Three of customer success are described and explained. These are "The CSM Exists to Create Value for Their Own Company", "The CSM's primary task is to help customers attain measurable value from using their company’s products and services" and "The CSM is a subject matter expert in [...]
Lists who else (besides owners) businesses generate value for, and why this is important. Who Else Businesses Create Value For Why It is Important to Understand
An overview of what customer segmentation and value propositions are, and a discussion on how they relate to each other and why they are important for businesses to understand and to get right. Overview of Customer Segmentation Overview of Value Propositions
Download This template is used to track challenges or change requirements that arise during the value realization phase of a customer initiative. It allows Customer Success teams to document the issue, assess its impact on the adoption initiative, define corrective actions, assign ownership, and monitor progress toward resolution. By capturing deadlines, completion status, and [...]
Download This checklist template helps Customer Success professionals verify that the key activities required for successful value realization are being completed throughout a customer engagement. It guides the CSM through a structured review of research, onboarding, adoption planning and implementation, progress measurement, customer communication, renewal readiness, expansion opportunities, and customer advocacy. Each item can [...]
A discussion on how to report financial returns from the customer's investment in the solution and in their initiative more eidely. Reporting on the Financial Returns from the Investment
A discussion on how to report on progress towards the customer's attainment of their desired and required busines soutcomes. Reporting on Progress Towards Outcome Attainment
Part four of four of a discussion on how to use consultative questioning skills to determine outcome and KPI requirements. This part discusses step 5, which covers how to take, meaningful measurements. Using Consultative Questioning Step 5: Measuring the Financial Value