2. Foundation & Framework
The Profession & Practice of CSM
The Keys
• Managing Vision & Perception
• Data
Moving Up The CSM Maturity Matrix
“It’s What You Don’t Know About Your
Customer Relationships That Can
Cause You To Lose Them.”
2
4. Fire Drills & The Firefighter
Strategy
• Reactive
• Mission
• Definition of Role
Process
• Interactions
• Analysis
People
• Organization
• Operators
• Analysts
Technology
Challenges
Goals & Objectives for Advancement
4
5. The Facilitator
Strategy
• Moving towards Retention
Process
• Interactions
• Analysis
People
• Structure
• Individuals
Technology
Challenges
Goals & Objectives for Advancement
5