10. Customer Success & Business Operations
The Commercial Interface & Strategic Alignment
Part 1. The Engagement Model (Account Management)
A.1 Roles & Responsibilities: AM vs. PM
A.1 Roles & Responsibilities: AM vs. PM The Account Manager (AM): The "Farmer." Responsible for ...
A.2 The Quarterly Business Review (QBR)
A.2 The Quarterly Business Review (QBR) Context: The QBR is the heartbeat of the strategic relat...
A.3 Customer Satisfaction (CSAT)
A.3 Customer Satisfaction (CSAT) NPS (Net Promoter Score): The methodology for surveying custome...
Part 2. The Contractual Framework (Legal & Finance)
A.4 The Master Services Agreement (MSA)
A.4 The Master Services Agreement (MSA) Liability Caps: Defining the limit of Dannie's financial...
A.5 Inventory Liability (Excess & Obsolete)
A.5 Inventory Liability (Excess & Obsolete) Context: In EMS, the biggest financial risk is buyin...
A.6 Quoting & Cost Models
A.6 Quoting & Cost Models Open Book vs. Closed Book: Defining the transparency level of componen...
Part 3. Operational Handoffs (The Commercial Gate)
A.7 The Commercial NPI Gate
A.7 The Commercial NPI Gate Context: Book 1 covers Technical NPI. Book 10 covers Commercial NPI....
A.8 RMA (Return Material Authorization) Process
A.8 RMA (Return Material Authorization) Process The "Golden Board" Rule: Customer must provide a...
A.9 Change Management (The Commercial Impact of ECNs)
A.9 Change Management (The Commercial Impact of ECNs) Engineering Change Orders (ECO): When a cu...