In this assessment, you will create a report to analyse your effectiveness as a leader and reflect on your capacity to build successful customer and stakeholder relationships within a specific organisation. The assessment will require you to evaluate organisational culture and analyse your own values, leadership style and communication style, and to critically reflect on organisational and cultural fit. Purpose This is a small-scale research project of the kind undertaken by a CSM leader when they begin a new position. This kind of resea

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In this assessment, you will create a report to analyse your effectiveness as a leader and reflect on your capacity
to build successful customer and stakeholder relationships within a specific organisation. The assessment will require you to evaluate organisational culture and analyse your own values, leadership style and communication style, and to critically reflect on organisational and cultural fit.
Purpose
This is a small-scale research project of the kind undertaken by a CSM leader when they begin a new position.
This kind of research and reflection can be used by a customer Success Manager (CSM) to understand the
organisational context they will be or are working within.
This analysis can also be used to give recommendations for building teams to drive build strategies for increasing
customer retention and revenue for a specific organisation.
What do you need to deliver?
1 Report

•

Tools
Microsoft Word or similar
Course learning outcomes
Evaluate the effectiveness of various customer relationship building strategies to identify approaches mat drive
increased customer retention and revenue
Analyse the effectiveness of the role of selt, team and organisation in building sustainable customer relationships
Marking criteria
This assessment will measure vour ability tc
build a company profile capable of enabling a customer success manager to determine their organisational fit and
capacity for building sustainable customer relationships (10 pts)
• critically reflect on your ov leadership style and capacity within a specific organisational context to implement
strategies to drive increased customer retention and revenue (15 pts)
conduct research and referencing (5 pts)

Assessment details

Your task is to identify a company and determine how your leadership style fits with the organisational culture of that
company. The goal is to understand the context within which the CSM will have to interact with customers and stakeholders
and how to use their own skills to best support and/or build a team which can increase customer retention and revenue.
To complete this assessment, you need to:
 •
Choose a company. If you are working in a company that has a CSM team, especially if you are working within a

CSM team, you can use your own workplace for this assessment. If not, then choose a company where you would
like to work or use one of the case studies provided in Canvas. If you need help finding or deciding on a company
speak with your online facilitator.
 •
Provide a company profile by outlining their product or service(s), major clients, major competitors, and current
customer relationship strategies.
 •
Describe the organisational culture, mission, and values and how well you think these align to their current
customer success strategies.
 •
Use the information in weeks 1-4 to analyse your own leadership style and create a critical reflection.

Target audience

The target audience for the report is the CSM leader (as it is reflective), however an analysis like this enables the CSM
leader to navigate and effect change within an organisation, and this information may also be used as the basis of a
presentation to introduce the CSM as a leader and outline their goals for a customer success team.

Guiding questions
When you prepare your report, keep the following guiding questions in mind:
 •
Think about what ways are you a good fit (or not) to work within that organisational culture to execute their
current customer success strategies.
 •
What gaps can you identify that would help you deliver more value to the organisation?
 •
What could you add to, or help to build in a team that is capable of building more sustainable customer
relationships?
Recommended length and structure

Your report will be 1000 (+/-10%) words long. It should include the following sections:
 1.
Introduction (50 words) – introduce the purpose of the report and what you are going to cover
 2.
Company profile (300 words) -you only have 300 words to work with, so be succinct and only use information that
is valuable to understanding the organisational culture and context.
 3.
Analysis of your own leadership style and a critical reflection (600 words) -discuss how you work up, down, and
sideways within an organization. Don’t be afraid to be personal, define how your unique experience, leadership
style and values can drive successful stake holder and customer relationship building strategies. Align this
information about you with the information about the company. Again, you have 600 words to work with so keep
focused on how your style and strengths align with the goal of building sustainable customer relationships.
 4.
Conclusion (50 words)
Note that the word count per section is suggested length and you may vary this so long as you stay within the overall word

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