Net New Engagement Overview Flashcards
What are the two components of the Net New Engagement Customer Flow?
Implementation and Value Realization
What are the 4 phases of a net new engagement?
Engage, Implement, Adopt, Confirm Value
What are the phases associated with Value Realization?
Adopt, Confirm Value
What is the objective of the Engage Phase?
Onboard the customer
What is the objective of the Implement phase?
Focus on project activities including design, build, test, and deploy
What is the objective of the Adopt phase?
To measure how well the customer is consuming the cloud services; to determine if they have achieved the value they sought to get from the cloud services.
What is the objective of the Confirm Value phase?
To ensure the customer understands how they can get the most out of the apps, continue to innovate, continue to realize value
What are two key indicators of intent to renew?
Consumption and adoption
What is a key activity?
Services CSMs provide our customers and complete internally. Intended to help get customers on the path to self sufficiency.
What is the role (or definition) of engagement milestones?
The role of a milestone is to mark or signify the completion of an engagement stage. Milestones represent key events and map forward movement in your overall engagement. Further, milestones act as signposts through the course of your project, helping ensure you stay on track.
What is the role (or defintion) of engagement checklists?
A job aid that helps ensure consistency and completeness in achieving a milestone. Associated with each milestone are 1 (or more) checklists that detail activities (both internal and external/customer facing) that should be completed to keep your engagement moving forward.
What are the 9 milestones defined to progress the engagement from when the CSM is assigned through CSM rolloff.
Project Kick-off IIC Design/build/test (owned by the customer) Deployment Stabilization Success Plan Update Adoption Review Lifecycle Review Engagement Closeout
What are the attributes of a milestone?
Signify the completion of an engagement stage
Have a recommended timeframe
Capture progress via a milestone template in CLM
Leveraged by sales ops to measure progression
Are milestones associated to checklists?
Yes
What are the attributes of a checklist?
List of tasks you work through to complete the milestone
Ensures completeness and consistency in achieving the milestone
Can be associated to more than milestone
Name the 7 customer facing checklists
IIC Design Exit Build Exit UAT Exit Go-Live Readiness Stabilization Lifecycle
Name the 4 internal checklists
Kick-off
Success Plan
Adoption
CSM roll-Off
What are the objectives of the customer success engagement milestones and checklists?
To provide the CSM and Oracle Cloud customer with a detailed framework for progressing an engagement.
To bring bring consistency and completeness to an engagement.
What is the customer value associated with milestones and checklists?
Customer participation yields:
Project oversight and guidance related to scope, resources and timelines
Best practices for risk mitigation
Path to customer self-sufficiency and on-going life-cycle application management
Success plans to maintain engagement focus, drive feature uptake and measure realized value
Assessment of user adoption and license consumption
Quarterly Business Reviews (QBR) to drive executive awareness and engagement direction
Where is milestone progress recorded?
Milestone progress and achievement is recorded by the CSM via the CLM milestone template associated with the CLM engagement
Which team utilizes milestone completion data to report overall progression of CSM engagements?
Sales Operations
