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lynda Value Realization Best Practices for Customer Success Management

Video Introducing this tutorial

1. Understanding Customer Value:
Promised and anticipated value
Determining the value generated
Value is not always the same
Consultative questioning
Selecting key performance indicators (KPIs)

2. Helping the Customer to Attain and Measure Value:
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