Framework overview PDF
An illustrated overview of the Practical CSM Framework: seven phases in three stages around a central repository. Each phase lists its purpose, activities and outputs.
Read the full Practical CSM Framework
The short version
TLDRThe Practical CSM Framework gives CSMs step by step best practice from preparing for a new customer through to value realization. This overview explains the three stages, the seven phases and the Central Repository, and how to use the framework flexibly.
7 topics in 22 pages
- What the Practical CSM Framework is and why use one
- The three stages: Initial, User Readiness, Ongoing
- The seven phases from Preparation to Engagement Evaluation
- The Central Repository
- The framework as a cycle, not a straight line
- Activities and outputs for each phase
- Customizing the framework for your company
5 ideas you can use this week
Consistency, quality and productivity
A shared framework gives every engagement the same tested approach and makes new team members easier to onboard.
Three stages, seven phases
Initial (Preparation, Commitment), User Readiness (Onboarding, Adoption Planning, Adoption Implementation) and Ongoing (Value Realization, Engagement Evaluation).
Keep everything in one place
The Central Repository stores the outputs of every phase so anyone on the engagement can find them and reuse them.
Move back and forth when needed
The framework is drawn as a wheel because CSMs often revisit or jump ahead between phases while still moving forward overall.
Adapt it
The generic framework is a starting point to tailor to your CS strategy, products and customers.
Questions
Get certified on the Framework
The CCSMP certification (Certified CSM Professional) is built on the Practical CSM Framework: five levels in three packages, for individuals and teams.