Engage the service delivery manager and request two days of free consultation for the
customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

comparison of the marketing description of what a product does to the customer’s experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a

risk management

credibilityA

business growth

cost efficiency

sustainability

milestones

key performance indicators

metrics

benchmarks

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

capability gap

financial gap

consumption gap

organizational gap