Practical CSM: Value Realization Phase

A set of vocabulary flashcards defining Health Score Indicators within the Value Realization Phase of Practical CSM, as presented by Rick Adams.

Sponsorship

Level & standard of internal advocacy for the seller provided by key customer stakeholders (often refers to seniority of budget holders or decision makers)

Advocacy

Amount of external advocacy for the seller provided by the customer organization

Sentiment

Overall level of satisfaction with reseller's products, services, and relationship

Support Usage

Pattern of utilization of support services

Product Usage

Level of usage of products (measured variously e.g. no. of logins, time spent, features used, etc.)

Implementation

How well the implementation has gone thus far, including whether it has met or exceeded any major milestones

Net Promoter Score (NPS)

Combined rating for customer sentiment that includes satisfaction survey ratings and promotional activity (for example references and case studies)