Download This section explores how Customer Success Managers can communicate and demonstrate the value being generated through a customer engagement. It explains the use of financial analysis tools such as discounted cash flow and net present value to estimate the financial return of initiatives over time. The workbook also examines how Customer Success Managers [...]

Download This section focuses on methods for measuring and communicating the value created during a customer success engagement. It introduces the use of ROI calculations and other financial indicators to help quantify the benefits generated from the customer’s initiative. The workbook explains how Customer Success Managers can translate operational improvements into measurable financial outcomes [...]

Download This section examines how Customer Success Managers track and assess progress toward customer outcomes during the value realization phase. It explains how to define appropriate measurements, gather relevant data, and monitor performance indicators that demonstrate whether the customer initiative is delivering the expected business value. The workbook also discusses how these measurements help [...]

Download This section introduces Phase 6 of the Practical CSM Framework: Value Realization. It explains how Customer Success Managers work with customers to ensure that the solution is delivering the business outcomes that were originally planned. The workbook discusses how to monitor progress, maintain engagement with stakeholders, and ensure that adoption and usage of [...]