A simple template for creating a "customer success contract" or similar statement during Practical CSM Framework Phase Two: Commitment, that clarifies what work will be done and the types of help and assistance that the customer can expect from the CSM, together with an agreement on how the CSM will collaborate with the customer Download [...]
A tool for documenting the CSM's stakeholder management plan that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement, and that is designed to be added to, amended and referred to at regular intervals (eg monthly) thereafter Download
A template Stakeholder Management Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to document and analyze relative levels of power and interest for each customer stakeholder Download
A template RACI Matrix that can be used during during Practical CSM Framework Phase Two: Commitment or at any other stage of an engagement to determine roles and responsibilities within the entire initiative or within one specific component of it (for example an implementation rollout, or an adoption project) Download
A tool for documenting the engagement strategy during Practical CSM Framework Phase One: Preparation and thereafter. Includes templates for information pertaining to the overall strategy and to the work to be completed within each phase of the framework Download
A series of checklists for documenting research undertaken during Practical CSM Framework Phase One: Preparation and thereafter. Includes checklists for information pertaining to the customer's organization, the solution, the customer's initiative, the customer's stakeholders and the current status of the engagement Download
A template Microsoft PowerPoint presentation designed for use during Practical CSM Framework Phase Six: Value Realization and/or Phase Seven: Engagement Evaluation, that can be used to create a success roadmap to present to and share with senior customer stakeholders Download
A simple "spider diagram" style tool designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation, that can be used either to evaluate one's own personal performance or the performance of a team member in order to help determine knowledge, skills and expertise gaps to be filled Download
A series of simple checklists designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation, that provide a way to summarize the challenges, tools, lessons, improvements and successes for each framework phase of an engagement Download
A comprehensive tool used for evaluating the performance and activities within a customer engagement, designed for use during Practical CSM Framework Phase Seven: Engagement Evaluation. The tool contains a series of templates that can be used to provide an overall evaluation of the engagement during each phase, plus a summary of the value attained and [...]