• What is meant by the term “business fundamentals” why an understanding of business fundamentals is essential to many (if not all) customer success managers
• Why businesses exist and how they fulfill this purpose
• How value is generated for the business’s owners
• Who (besides owners) businesses generate value for, and why this is important
• How businesses calculate both their expenditure and their profits in order to generate an “annual return” statement
• Understanding customer segmentation
• Understanding value propositions
• How customer segmentation relates to value propositions
• How businesses are structured and managed
• Management Levels and Decision Making
• A review of a typical company org chart
• What is meant by the term “business capability”
• How the concept of business capabilities can be used to define and understand everything that a business does
• Why businesses are constantly needing to change, with examples to illustrate how this works in real life
• Vision and strategy formulation and how it occurs in a modern business
• An overview of the BMM (Business Motivation Model), including discussion on each component of the BMM and how they come together to create meaningful change within a business
Preparation
• What is PCSMF Phase 1: Preparation all about?
• Defining the customer engagement
• Accessing information
• Internal handover
• Customer information
• Solution information
• Initiative information and customer outcome requirements
• CSM outcome requirements
• Stakeholder information
• Third parties and project status
• Managing information gaps
• Formulating an engagement strategy and roadmap
• Tools for PCSMF Phase 1: Preparation
• Providing a Joined Up Customer Experience
• Sources for Researching Customer Information
• Selecting & Validating Customer Information
• Information to Research
• The Customer Research Checklist Tool:
• Overview
• The Customer Research Checklist Tool: Customer Tab
• The Customer Research Checklist Tool: Solution Tab
• The Customer Research Checklist Tool: Initiative Tab
• The Customer Research Checklist Tool: Stakeholders Tab
• The Customer Research Checklist Tool: Progress Tab
• The Customer Research Checklist Tool: Utilization
• Three Choices for Onboarding: Generic, Customized or Fully Bespoke
• Information for Generic Onboarding
• Information for Customized Onboarding
• Managing the Onboarding Process
• Developing the Right Onboarding Services
Adoption Planning
• What is PCSMF Phase 4: Adoption
• Planning all about?
•Understanding Impacted Users
• Research Techniques
• CSM Involvement in Adoption Research
• Working with multiple stakeholders
Step 1: Determine Adoption Requirements Step 2: Identify Process Changes Step 3: Define Impacted Groups (IGs) Step 4: Document Practical Considerations Step 5: Determine Communication, Training and Support Requirements Step 6: Capture Adoption Barriers and Risks Step 7: Create Outline Adoption Plan Step 8: Create Adoption Proposal and Gain Acceptance Step 9: Complete Full Adoption Plan and Publish Adoption Roadmap
• Activities and Outputs for PCSMF Phase 4: Adoption Planning