From the course: Onboarding and Adoption Best Practices for Customer Success Management
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Adoption implementation roles
From the course: Onboarding and Adoption Best Practices for Customer Success Management
Adoption implementation roles
(light music) - By the time that the adoption planning phase is completed and the data's been set for adoption to commence, the CSM will be well aware, both of the nature and duration of the adoption implementation process itself and of their own type and level of involvement within it. This, of course, is because all these details will have been or, at least should have been, discussed and agreed with the customer stakeholders during the adoption planning process and documented within the adoption plan itself. There is no hard and fast rule to state either how much involvement the CSM should have or indeed, what specific tasks the CSM should undertake. Instead, it's up to the CSM to propose and then negotiate their role with the SPL and other customer stakeholders. However, whilst there's no actual rule, there are perhaps a few guidelines that the CSM might wish to bear in mind in their discussions. These are, the…
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