Customer Success – Workshop 3 (Business Transformation)

The Appleton Greene Corporate Training Program (CTP) for Customer Success is provided by Mr. Adams Certified Learning Provider (CLP). Program Specifications: Monthly cost USD$2,500.00; Monthly Workshops 6 hours; Monthly Support 4 hours; Program Duration 36 months; Program orders subject to ongoing availability.

If you would like to view the Client Information Hub (CIH) for this program, please Click Here

Learning Provider Profile

Mr. Adams is an author, trainer, and consultant, specializing in helping technology companies deliver measurable business value through Customer Success Management best practices. Adams has over 25 years’ experience of working in the IT industry, including founding his own SaaS (software-as-a-service) business which he ran for six years before selling it in 2012.

Adams has delivered training and consultancy in over thirty countries across four continents. His courses have been attended by over 120,000 students worldwide, and his custom development work includes Cisco Systems’ Cisco Certified Customer Success Manager global certification program.

His book ‘Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success’ was published in 2019 and is available from Amazon and all other book retailers.

Adams, as Founder and CEO, provides high quality training for Customer Success Management best practice. Adams has won numerous awards for his achievements in his field, and acted as a judge for the annual Customer Success Excellence Awards in EMEA in 2022 and the Americas in 2023.

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MOST Analysis

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Mission Statement

Module Three is more practical in nature. In this module, participants start to think about the impact to their business of moving from products and services-led customer engagements where the focus is technical and on features and capabilities, to business outcomes-led ones where the focus is on strategic and tactical business value and ROI. It enables participants both to consider the wider picture in terms of the impacts on all departments and functions within the organization, and the more specific aspects of implementing a dedicated Customer Success Management team. By the end of this module participants will be able to list and describe these impacts as they relate to their own business.

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Objectives

01. The Modern Business Hierarchy: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
02. The Need for High Quality Business Decision Making: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
03. How Things Get Done in a Business: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
04. What Things Need Doing in a Business: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
05. Task Management: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
06. Project and Program Management: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
07. Performance Measurement: departmental SWOT analysis; strategy research & development. 1 Month
08. Enterprise Architecture: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
09. Service Management: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
10. Change Management: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
11.
Digital Transformation: Machine Learning and AI: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
12. Understanding Customers: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month

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Strategies

01. The Modern Business Hierarchy: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
02. The Need for High Quality Business Decision Making: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
03.
How Things Get Done in a Business: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
04. What Things Need Doing in a Business: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
05. Task Management: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
06. Project and Program Management: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
07. Performance Measurement: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
08. Enterprise Architecture: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
09. Service Management: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
10. Change Management: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
11. Digital Transformation: Machine Learning and AI: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
12. Understanding Customers: Each individual department head to undertake departmental SWOT analysis; strategy research & development.

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Tasks

01. Create a task on your calendar, to be completed within the next month, to analyze The Modern Business Hierarchy.
02. Create a task on your calendar, to be completed within the next month, to analyze
The Need for High Quality Business Decision Making.
03. Create a task on your calendar, to be completed within the next month, to analyze How Things Get Done in a Business.
04. Create a task on your calendar, to be completed within the next month, to analyze
What Things Need Doing in a Business
05. Create a task on your calendar, to be completed within the next month, to analyze Task Management.
06. Create a task on your calendar, to be completed within the next month, to analyze
Project and Program Management.
07. Create a task on your calendar, to be completed within the next month, to analyze Performance Measurement.
08. Create a task on your calendar, to be completed within the next month, to analyze Enterprise Architecture.
09. Create a task on your calendar, to be completed within the next month, to analyze Service Management.
10. Create a task on your calendar, to be completed within the next month, to analyze Change Management.
11. Create a task on your calendar, to be completed within the next month, to analyze Digital Transformation: Machine Learning and AI.
12. Create a task on your calendar, to be completed within the next month, to analyze Understanding Customers.

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Introduction

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Business Strategy and Management

Business strategy and management are fundamental concepts in the world of business. They are closely related but distinct areas that play a crucial role in the success of an organization.

Business Strategy

Business strategy refers to a plan or a set of actions that an organization develops to achieve its long-term goals and objectives. It’s the roadmap that outlines how a company intends to create and sustain a competitive advantage in its industry. Here are some key aspects of business strategy:

1. Mission and Vision: A well-defined strategy starts with a clear mission statement that describes the organization’s purpose and a vision statement outlining its long-term aspirations.

2. Analysis: Businesses conduct extensive analyses of their internal and external environments to identify opportunities and threats. This includes a SWOT analysis (Strengths, Weaknesses, Opportunities, Threats).

3. Competitive Advantage: Companies need to determine what sets them apart from competitors, whether it’s through cost leadership, product differentiation, or other means.

4. Goals and Objectives: Businesses set specific, measurable, achievable, relevant, and time-bound (SMART) goals and objectives to guide their strategy.

5. Strategy Formulation: This involves making strategic choices, such as which markets to enter, what products or services to offer, and how to allocate resources.

6. Execution and Implementation: A strategy is only effective if it’s properly executed. This involves aligning resources, processes, and people with the strategy’s goals.

7. Monitoring and Adaptation: Strategies need to be continuously monitored and adjusted as market conditions and the business environment change.

Management

Management, on the other hand, is the process of planning, organizing, leading, and controlling an organization’s resources (which include people, finances, materials, and information) to achieve its goals and objectives. Here are some key aspects of management:

1. Planning: Managers set goals and objectives, develop strategies, and create plans to achieve those objectives. This includes short-term and long-term planning.

2. Organizing: Managers structure the organization, allocate resources, and establish roles and responsibilities to ensure the plan is carried out effectively.

3. Leading: Leadership involves motivating and guiding employees to work towards the organization’s goals. Effective communication, team building, and decision-making are crucial components.

4. Controlling: Managers monitor the progress of the plan and make adjustments as necessary. This can involve performance measurement, quality control, and budgeting.

5. Decision Making: Management often involves making critical decisions, both on a day-to-day basis and for long-term strategic purposes.

6. Problem Solving: Managers must address challenges and solve problems as they arise, whether they’re related to operations, personnel, or other aspects of the business.

Effective management is essential for the successful execution of a business strategy. Management ensures that the resources are used efficiently and that the organization remains adaptable in the face of changing circumstances.

In summary, business strategy sets the direction and long-term vision of an organization, while management is responsible