General CSM-Program - Gain Grow Retain Open Collab Library

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:
- CSM Introduction
- What is Customer Success
- What does a CSM do (and does not)
- What's the value of a CSM
- Customer Journey to Success through:
- Customer Success Planning Workshop:
- Strategy
- Map out complexity of customers business
- Current Customer Readiness (Gartner Maturity Model)
- Identify Customer Gaps & Risks
- Share & Apply Best practices
- Customer Success Action Plan – Book of Play
- Change Management (PROSCI)
- Customer Success Planning Workshop:
- Setting up Success measurements (Customer & CSM) around the overall Customer Health Score broken down to the following:
- Customer Satisfaction (CSAT) - Tools
- Net Promotor Score (NPS) - Tools
- Risk Management
- Customer Innovation
- Daily Average Use (DAU) – WAU – MAU
- Adoption Rate Product/Service
- Renewals (Planning)
- Churn (Strategy)
- Customer Advocacy
- Product-/Services-/Licence Value
- Current vs. Estimated Customer Value
- Cross-/Upsell - Value
- Customer Effort Score (CES)
- Customer Insights (Cross Company)
- Customer Feedback - Tools
- Number of Customer Referrals
- Shared Roadmap
- Customer Product-/Service Input
- Quarterly Business Review (QBR)
- Number of Ambassadors
- Number of References
- Number of Open Issues
- Learnings from Customer Exit Interviews
Please add your ideas...
When the need arises, I will give a first impetus
Thank you!
Comments
-
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)
0 -
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)0
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