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CTM Cisco Customer Success Manager Specialist (Value Framework…
CTM
Cisco Customer Success Manager Specialist
Value Framework
Milestones
Validate
Validate Intro
Validate on-boarding experience
Occurs whent the CuSM es assigned to a customer.
Ocurrs when theclient has made a product purchase
Deal with the handover from the Sales and Professional Services Teams
Validate business outcomes
Key Steps
1 Interlock with your Account Team and Partner
Is Key understand the customer and the Cisco roadmap being sold
Confirm Services Sold via Partner
Call to Action
Review the adoption strategy with the Account team
Ask if the are looking for support
Review and detail around the engagement inhibitors and recommend solutions
Capture all the Stakeolders, B.O, and learning about the customer
Document in Adoption / Sucess Plan
Determine if thre is services sold with the Product
Know your Stakeholders
2 Validate Stakeholders
Communicating with the Decision Maker / Purchaser of the Product or Services
Call to Action
Document in Adoption / Sucess Plan
Getthe contact infomration from of the stakeholders
Undestand Bsiness Outcomes Sold
3 Validate Business Outcome Sold
Call to Action
Determine if there are any modifications of the B.O.
Document in Adoption/Determine if there are any modification. Sucess Plan
Determine if the Account Team has the Business Outcomes
Business Outcomes / Expectations are core in measuring Customer Loyalty.
Confirm that the customer aligns with the B.O.
Agree on Measurement of Outcomes
5 Agree on Business Objective Indicator Mesurements
Confirm that the customer has a process to measuere B.O / KPI
Agree on the calculation and reporting process
Call to Action
Confirm the Aligment of Business Outcomes with their Key Performance Indicators
Determine how the customer is measuring the Key Performance Indicators
Agree on the reporting of Business Outcomes
Document in Adoption / Sucess Plan
4 Validate the Customer Expectations of What They Purchased
Confirm the customer expectations are aligned to the product capabilities
Validate the infomration that you received from the account team
Schedule a Kick-off Meeting to introduce Adoption and review initial finding
Call to Action
Determine if a Kick-Off Meeting is needed
If yes, the Kick-Off must to deliver introduction, KPI Aligment, Stakeholders, Adoption Baseline
If No, meet witch customer to re-validate business outcomes,process to measure, and stakeholders
Document in Adoption / Sucess Plan
Enable AWARENESS
Awareness Intro
El CUMS realiza una investigación y análisis de la organización del cliente para entregar asistencia, suguerencias de alta calidad.
Se comienza a educar al stakeholder acerca de los productos que ellos han comprado y como ellos pueden lograr sus B.O
Key Steps
Ensure that Digital Assets are Received
Welcome kits are the first engagement after the sale.
Welcome Kit allow the curomer to start the product adoption.
W.K. is self-help journey
Confirm the Customer Has received the digital asset for their offer.
Call to Action
Determine if customer has been delivered the Welcome Kit
If the client received the W.K. follow up to understand if they are using it to deploy utilization of products
Document in Adoption / Success Plan
Product and Key Feature Capability Awareness
Key feautures are determinated by Cisco Product teams and are the most sticky and highest value outcomes
El Customer debe saber las capacidades y caracteritiscas para ayudar a cumplir con los B.O.
Call to Action
Determine if the customer is aware of the full capabilities and key features of the Profuct or Services
Do they need further assistance / have questions?
Provide materials / data that tie the product or key feature capabilities to the business or operational outcome
Document in Adoption / Success Plan
Link Key Features to the Outcomes
Asociar las funciones o características del producto con los B.O del cliente ayudara a impulsar la propuesta de valor del producto.
Tambien servira para que el cliente ver la importancia de usar estas funciones en su proceso.
Call to Action
Revisar las caracteristicas que se vinculan con los resultados del cliente.
Proveer material que vincule el producto o servicio a los resultados del cliente
Document in Adoption / Success Plan
Align Customer Persona(s) Use Cases to Outcomes
Is important to understand the different personas withinh a customer and how they use the product.
Use Case are based on the customer business proceess and practices that support the product use
Aligning the expected outcomes of the use cases to the product or feature will promote the product and may offer "Quick Wins" for adoption
Call to Action
Determine cuales son los casos del cliente que pueden verse afectados por las capacidades del product.
Tienen alguna ganascia rapida en sus casos de uso?
Proporcione material / datos que vinculen las características del producto / servicios a los casos de uso.
Document in Adoption / Success Plan
Levaring the
LEARNINGs
Intro
Leverage the learnings to enable Customer
The CUSM develops an adoption strategy that is based on the research and analysis that is performanced in the Awareness section,
The tasks is work for the specific user needs, creating training plans, and project managing the training
Ensure product features are made available to meet each user group’s specific needs
Keys Steps
1/4. Deliver Persona(s) to Training Options
Deliver Training Options for all the Personas
Understand how the customer are using the Product.
This will allow you to capture each unique training requirements.
Deliver training options for the different person(a) within the offer.
Call to Action
Identify the users of the Product
Understand how the users are using the product.
Document all the Persona(s) you will target for adoption and provide the unique training materials for their role
Document in Adoption Success Plan.
2/4. Validate Customer’s Training Approach
Validate Customer’s Training Approach
Validate the customer access to any training of the products.
Cover all the training options from Cisco Learnings to offer collateral material
Finding the right training for the customer to get value from the product or services.
Call to Action
Review the training available with the customer.
Remind them the value of the knowing how to use the product
Capture the training options and review them with each persona
Provide access to the training for each persona
Document in Adoption Success Plan.
3/4. Document Relevant Business Processes
Document Business Process
Capture the business process that product or service would impact.
Understanding the customer process is key to embedding the product into vustomer process
Call to Action
Identify all the process that are impacted buy the product or service
Document the Customer processes the align to the product
Document in Adoption / Success Plan.
4/4. Adoption Barriers Capture and Categorizing
Determine the Adoption Barriers for each Customer Persona(s)
Capture and categorize the adoption barrers to understand the customer's challenge
Understand the barries are the key to addressing them for the customer
Call to Action
Capture the adoption barriers for all the customer personas
Categorize the barriers to understand the unique challenges
Confirm your barriers with the customer
Document in Adoption / Success Plan
Embed
Embed processes and establish customers realization of value
Utilization
Intro
Toma las acciones para remediar cualquier problema que puede estar bloqueando los logros de los resultados
El CuSM toma las acciones de mitigacion necesarias para garantizar que se resuelvan los problemas de relacion.
El CuSM monitorea la salud de la relacion vendedor/cliente y el viaja al exito de la organizacion.
Ensure that KPI results are reported to executives
Validate the customer stakeholder for the product is receiving the success measurements for the product.
Capture the KPI and the measurements as potential best practices for product KPIs.
Call to Action
Determine what the customer’s output for their agreed KPIs
Confirm the stakeholders for your product receive the success measurements
Capture the KPI and Measurements.
Document in the Adoption Success Plan
Confirm that the customer is on track with their adoption journey
Confirm that Customer is on Track with Their
Adoption Journey
Validate the alignment of the healthscore components to their business outcomes.
Review your overall health score and the underlying components.
Call to Action
Review the health score and align with the customers outcomes
Review the alignment with the Business Outcomes
Confirm with the customer that the adoption success plan is meeting their timeline.
Document in the Adoption Success Plan
Is the customer meeting their goals with the Adoption Success Plan?
Validate KPI results are being measured by the customer
Confirm that Customer is on Track with Their
Adoption Journey
Determine how the Key Performance Indicators the
customer has in place will be measured.
Agree with the customer how and when they will report.
Confirm that the customer understands the alignment of the Product to their outcomes measurements.
Call to Action
Determine if the customer’s business outcomes indicator measurements process.
Review how and when the customer will report.
Make sure that the customer is aware of the product value and how it aligns with their measurement.
Document in the Adoption Success Plan.