General CSM-Program - Gain Grow Retain Open Collab Library

Arnold de la Fuente

Hi CSM's,

 

In the context of continuous learning...

Are any of you CSM's up for setting up an overall General CSM-Program (online document collab) in the GGR library?

Exempli gratia - containing the following:

1. CSM Introduction
   1. What is Customer Success
   2. What does a CSM do (and does not)
   3. What's the value of a CSM
2. Customer Journey to Success through:
   1. Customer Success Planning Workshop:
      1. Strategy
      2. Map out complexity of customers business
      3. Current Customer Readiness (Gartner Maturity Model)
      4. Identify Customer Gaps & Risks
      5. Share & Apply Best practices
      6. Customer Success Action Plan – Book of Play
      7. Change Management (PROSCI)

3. Setting up Success measurements (Customer & CSM) around the overall Customer Health Score broken down to the following:
   1. Customer Satisfaction (CSAT) - Tools
   2. Net Promotor Score (NPS) - Tools
   3. Risk Management
   4. Customer Innovation
   5. Daily Average Use (DAU) – WAU – MAU
   6. Adoption Rate Product/Service
   7. Renewals (Planning)
   8. Churn (Strategy)
   9. Customer Advocacy
   10. Product-/Services-/Licence Value
   11. Current vs. Estimated Customer Value
   12. Cross-/Upsell - Value
   13. Customer Effort Score (CES)
   14. Customer Insights (Cross Company)
   15. Customer Feedback - Tools
   16. Number of Customer Referrals
   17. Shared Roadmap
   18. Customer Product-/Service Input
   19. Quarterly Business Review (QBR)
   20. Number of Ambassadors
   21. Number of References
   22. Number of Open Issues
   23. Learnings from Customer Exit Interviews

Please add your ideas...

When the need arises, I will give a first impetus

Thank you!

Anita Toth

Sounds like a great project  @Arnold de la Fuente. 

As a 'how to person', I'd like to add:

How to conduct Customer Exit interviews
Customer Feedback (Planning and Strategy)
How to increase survey response rates
How to have Difficult Customer Conversations
Reporting data to drive change/create buy-in

Should VOC be added too or should it separated out into it's component parts (CAB, surveys, social listening etc)?

There's also this discussion around building an industry-wide definition of CS that would be helpful to your first points. (click on the underline)

Erika Villarreal

Hello Arnold!
I am currently building a program like this at my company. I'd add this into your metrics:
24. Customer Health
25. Success Plans
26. Building customer journey
27. Engagement models (high touch/Low touch models)