Customer Success Framework

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shaneketterman
shaneketterman Member Posts: 13 Navigator
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I wanted to share this beast of a CS framework that I've been working on for some time. I have not shared this publicly until today. It's based on many things: experience, observation, training, certifications, books, research, etc. 

I'd love your ideas on what I'm missing or could improve upon. The entire point of the framework is to eventually use it to come up with a more scalable, proactive, and future-values based approach to CS as the industry continually evolves.

To do this, I had to try and mindmap it out, as you can see. In the original version, I have links to the tools and concepts I mention which are all organized on my GDrive. 

Enjoy the framework and I'd sure love any feedback. I use this daily, but ideally I want to get it perfected to the point where I could do some talks on specific topics or help other CSMs who think more visually about the job. 


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  • Maouloudi
    Maouloudi Member Posts: 3 Navigator
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    Thanks for sharing @shaneketterman.Great framework ! 
  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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    You are welcome @Maouloudi I really appreciate it. It's a work in progress and I'm now adding some more components such as value outcomes and proactive practices.
  • Maouloudi
    Maouloudi Member Posts: 3 Navigator
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    Maybe adding the CSM tech stack as well to have a comprehensive overview. 
  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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    I love that idea @Maouloudi! I am definitely trying to figure out a general tech stack to list as I know we all use various tools, products, services, etc. 
  • Maouloudi
    Maouloudi Member Posts: 3 Navigator
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    I'm missing here the management of the QBR/EBR, Is it hidden in the foundations @shaneketterman ? I believe it is key to maintain a healthy relationship with customers and align on Success.
  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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    Great catch @Maouloudi. It is there but in this case, I call it a COR, which is something I've been doing instead of QBRs/EBRs and the COR is "essentially" the same but it's a Customer Objective Review; so it's focused more on outcomes, however, I think that it might not be something everyone is doing and traditional CS does have QBRs/EBRs, thus I need to add that in! 
  • ZayHanlonCX
    ZayHanlonCX Member Posts: 3 Navigator
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    Most of this information usually lives in our heads! Really insightful to see this all mapped out. I'd be really interested in the follow-up to how you use this to build your scale program.
  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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    Thanks @ZayHanlonCX, yeah I'm trying to culminate this into something that's both digestible and yet extremely helpful. I'm a visual person so mapping this out has been eye opening since as you stated it all lives in my brain...hahaha.....I will absolutely update as I add in suggestions from others.
  • Priscila Bernardes
    Priscila Bernardes Member Posts: 1 Navigator
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    fantastic to see your view condensed into a mind map Shane! I'd love to gain access to the links to the tools as mentioned. Is this something you are willing to share? Thanks in advance
  • shaneketterman
    shaneketterman Member Posts: 13 Navigator
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    Thank you so much @Priscila Bernardes yes it's a labor of love to craft it :smile: I am indeed making all those tools available. I just had to rework several of them!!!!
  • dianej27
    dianej27 Member Posts: 7 Navigator
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    This is terrific! Thanks for sharing. I would love to hear more about how you approach taking all of this and putting it into action.
  • mistiwestphal
    mistiwestphal Member Posts: 1 Navigator
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    @shaneketterman do you also have this on file you would be willing to share like your proactive map? Thank you.

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