Learn how to determine a customer’s required outcomes and measure activities and outputs to prove the value of your solution in helping to attain those outcomes.
Value Realization Best Practices for Customer Success Management
Overview
Syllabus
1. Understanding Customer Value
- Overview of understanding customer value
- Promised and anticipated value
- Determining the value generated
- Value is not always the same
- Consultative questioning
- Selecting key performance indicators (KPIs)
- Problems with value realization
- Measuring progress
- Steps in the performance management process
- Defining the outcome requirements and KPIs
- If stakeholders don't know or cannot agree what they want
Taught by
PracticalCSM
