Customer Success Framework

shaneketterman

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. 

Maouloudi

Thanks for sharing @shaneketterman.Great framework ! 

shaneketterman

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

Maybe adding the CSM tech stack as well to have a comprehensive overview. 

shaneketterman

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

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

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

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

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

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

Thank you so much @Priscila Bernardes yes it's a labor of love to craft it I am indeed making all those tools available. I just had to rework several of them!!!!

dianej27

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

@shaneketterman do you also have this on file you would be willing to share like your proactive map? Thank you.