From the course: Onboarding and Adoption Best Practices for Customer Success Management
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Project management principles and best practices
From the course: Onboarding and Adoption Best Practices for Customer Success Management
Project management principles and best practices
(light music) - So, what we've said so far in this video is that the CSM is not the manager of the adoption implementation process and instead, the SPL or other customer stakeholder takes on that duty. Is that really the complete picture, though? Well, yes and then again in some circumstances, maybe no. Firstly, there may be some specific situations that actually do call for the CSM to become the officially recognized manager of the adoption implementation. This tends to be in cases where the customer or organization is either lacking the maturity or the availability in terms of people and time to do it themselves. And therefore, actively requests the supplier to provide management of the implementation. Perhaps, as a part of a paid-for professional services contract. In this instance, it may be the CSM who is the obvious candidate for the role if they are sufficiently familiar both with the customer organization and…
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.