Download This section explains how Customer Success Management benefits both the customer and the supplier. Customers gain value through successful onboarding, adoption, and value realization, while the supplier benefits from stronger relationships, better understanding of customer needs, and increased likelihood of renewals and expansion. It also introduces the idea of a partnership-style relationship focused [...]
Download This section introduces the final module, which brings together the full end-to-end Customer Success process using the Practical CSM Framework. It discusses how teams can manage customer engagements from initial preparation through value realization, while emphasizing the importance of centralized knowledge management, consistent frameworks, and the use of tools and templates to standardize [...]
Download This section examines engagement evaluation from the perspective of the CSM and their organization. It explains how internal evaluation tools can be used to review engagement performance, capture lessons learned, and identify opportunities to generate additional value for the customer, supplier, and CSM. It also introduces the concept of a Customer Success Roadmap [...]
Download This section introduces Phase 7 of the Practical CSM Framework, Engagement Evaluation. It explains the purpose of Executive Business Reviews (EBRs), including how often they should occur, who should attend, and how they should be structured to focus on business outcomes rather than technical details. It also explores the importance of evaluating engagement [...]
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 [...]
Download This section focuses on how Customer Success Managers support and manage the customer adoption process. It explains how to plan, monitor, and guide adoption activities to ensure that customers begin using the solution effectively and consistently. The workbook also highlights the importance of identifying adoption barriers, supporting user engagement, and maintaining alignment with [...]
Download This section introduces Phase 5 of the Practical CSM Framework, Adoption Planning. It explains how Customer Success Managers design and coordinate structured plans that guide customers through the process of adopting and using the solution. The workbook discusses how to define adoption activities, assign responsibilities, and establish milestones that help ensure the customer [...]