Proactive Engagements
3 Types of Proactive Value Engagements
What are the Onboarding Play, Adoption Play, and Value Maturity Assessment?
This is CSG's customer engagement methodology.
What is Compass?..
These are the 4 levels of maturity you will use with the customer to rate their maturity of the 8 Domains.
What are Basic, Emerging, Practicing, Leading?
This is ensuring a customer receives measurable benefit from using our products, typically in terms of increased revenue or decreased costs.
What is Business Value?
These are the 4 stages of Customer Centric Discovery.
What are Know, Be, Connect, Create?
This engagement is targets customers who have high risk due to behavioral and usage metrics.
What is an Adoption Play?
3 Elements of Compass Methodology.
What are Discovery, Alignment, and Realizing Value?
This domain aligns with the Value Maturity Assessment Program.
What is Vision and Strategy?
These are our customer's measurable steps they take to achieve its goals, typically at a functional level.
What are Business Objectives?
This is one way to get to "know" your customer.
What is reviewing the account in Org62, talk to the account team, look on their website.
This is how Business Value Assessment Cases are determined.
What is driven regionally with PLs?
3 areas customers need to focus for Digital Transformation.
What are people, process and technology?
This domain serves as guardrails to help the customer move faster and includes subdomains like communication strategy, backlog management, data architecture.
What is Governance?
A value map consist of these 4 components.
What is Business Goals, Business Objectives, Success Measures, and Business Capabilities?
This discovery stage is meant to help us be more empathetic towards our customers and understand their world, putting yourself in their shoes.
What is the "Be" stage?
These are part of the Proactive Value Engagements Engagement Flow (name any two).
What are Prep & Outreach, Call #1: Discovery, Build Recommendations, Call #2: Deliver Recommendations, Follow-Up, Case Completion.
True or False: Compass builds on Salesforce's record of success, providing a single path to success, clear action plans and a wealth of resources for you to share with customers.
What is True?
This is one of the biggest reasons for Red Accounts within the Team Member Domain.
What is the define clear minimal skills required for each role across all teams?
This is an interactive online tool to explore the linkages between your customer’s business goals and objectives, the relevant success metrics, and capabilities.
What is the Value Capabilities Map (VCM) Tool?
In this discovery stage, we want to share insights from your research to gain your customer's perspective and ask open-ended questions.
What is the "Connect" stage?
This play nurtures onboarding Sales Cloud customers with a 30 day touch point to introduce Business Value mapping and getting started best practices and recommendations.
What is the Onboarding Play?
Compass fields required to be completed after your 1st call with the customer (name just one).
What is Risk Assessment, Risk Detail, Use Case, Next Steps, Customer's Business Objective, Success Measure, Contact or Sentiment?
This refers to a concept in software development where there is implied cost of additional rework caused by choosing an easy (limited) solution now instead of using a proper approach that would take longer.
What is technical debt?
Business Objectives need to be S.M.A.R.T. which stands for this.
What is Specific, Measurable, Agreed upon, Realistic, Time-based?
By doing this well in discovery, you can learn about a customer's feelings and values, not just facts.
What is listening?