From the course: Value Realization Best Practices for Customer Success Management
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If stakeholders don't know or cannot agree what they want
From the course: Value Realization Best Practices for Customer Success Management
If stakeholders don't know or cannot agree what they want
(upbeat music) - Let's deal with these one by one. The first scenario where the customer's key stakeholders don't know what they want from the initiative may at first sight sound crazy, but if that's the case, please believe me that this situation is much more common than you think. Remember that businesses are very complicated things, and individual stakeholders rarely, if ever, know or understand the entire picture as to what is happening and probably even less so as to why it is happening. If they don't know what they want from the initiative then of course your job as workshop host is to help them through the process of brainstorming ideas for what they might want, narrowing down the options to what they do want, and finally, agreeing on what the priorities are, i.e. what's critical to achieve and what's merely nice to have if possible. To resolve the above situation you need three areas of expertise in the room.…
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