Download This section focuses on developing a Customer Success Plan that documents the activities required to help the customer achieve their desired outcomes. It explains how the plan brings together agreed objectives, actions, responsibilities, and timelines into a structured framework that both the customer and supplier can follow. The workbook highlights the importance of [...]
Download This section introduces Phase 4 of the Practical CSM Framework, Adoption Planning. It explains how Customer Success Managers translate the customer’s defined outcomes and success criteria into a structured plan of activities that supports successful adoption of the solution. The workbook discusses how to coordinate tasks, responsibilities, and timelines to ensure that the [...]
Download This section focuses on defining and documenting the customer’s success criteria. It explains how Customer Success Managers work with stakeholders to clarify what successful outcome attainment will look like and how it will be measured. The workbook discusses how clearly defined success criteria help guide the engagement, ensure alignment between customer and supplier, [...]
Download This section introduces Phase 3 of the Practical CSM Framework, Success Planning. It explains how Customer Success Managers work with stakeholders to define the customer’s desired outcomes and the measurements that will be used to determine whether those outcomes have been achieved. The workbook highlights the importance of establishing clear success criteria to [...]
This section examines how Customer Success Managers identify and map key stakeholders within the customer organization. It explains how understanding stakeholder roles, influence, and perspectives helps ensure that the engagement is aligned with the needs of the people responsible for achieving the customer’s business outcomes. The workbook also highlights the importance of maintaining strong [...]
Download This section introduces Phase 2 of the Practical CSM Framework, Engagement Planning. It explains how Customer Success Managers prepare for the engagement by defining the scope of the initiative, identifying the stakeholders involved, and establishing how the engagement will be managed. The workbook discusses how structured planning helps ensure alignment between the customer [...]
Download This workbook explains the role of the Customer Success Manager during the adoption implementation phase. It focuses on how CSMs support the customer’s Success Program Leader (SPL) by applying project and program management practices, preparing for project kick-off, and managing the people involved in the implementation process to help ensure successful adoption.Covers:Role of the [...]
Download This workbook explains how Customer Success Managers assess the customer’s current capabilities and readiness before moving forward with the engagement. It focuses on evaluating the customer’s existing people, processes, and tools to understand whether they are prepared to achieve the desired outcomes and where improvements or support may be required. Covers: Assessing the [...]
Download This workbook explains how Customer Success Managers prepare and present a Customer Success Engagement Proposal. It focuses on defining the scope of the engagement, clarifying responsibilities between the supplier and the customer, and setting expectations for how the initiative will be managed. The material also discusses how tools such as RACI matrices and [...]
This section introduces the fundamentals of how businesses operate and why Customer Success Managers need a basic understanding of business concepts. It explains why businesses exist, how they create value for their owners and other stakeholders, and how revenues, costs, and profits are calculated. The workbook also explores how companies generate value for customers [...]