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lynda Value Realization Best Practices for Customer Success Management

Video Introducing this tutorial


1. Understanding Customer Value:
Overview
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