Joint Aprimo/Client Governance Model
As part of the Aprimo customer journey, it is highly recommended that a joint governance model be included as part of the overall support model for the Aprimo application.
Ongoing Steering Committee Meetings
The Steering Committee meeting was likely initiated during the Aprimo Activation project. It is recommended that these meetings continue after the project go live.
Frequency: Monthly
Value:
- This meeting engages stakeholders to dirve a successful deployment
- Ensures team alignment with organization goals & vision
- Provides direction, resolves conflicts/issues and monitors risks
- Supports and champions decisions to extended teams
Responsible Aprimo Resource: Each client has an Aprimo Customer Support Director/Manager who will own initiating this meeting and was introduced to you during the Activation Project. Success Measurement Framework
Success Measurement Framework
The Success Measurement Framework was established during the Aprimo Activation Project and is instrumental in how Aprimo is configured and contributes to the success roadmap.
Components of the framework include:
- Success Objectives: What does the Customer want to achieve
- KPIs: Specific measures to track performance against objectives
- Adoption Metrics: Measures to track Aprimo platform useage and end user engagement
- Future: Financial ROI Metrics
Value:
- Aprimo wants to help our Customer prove their success with their management and their peers
- Aprimo wants to stay aligned with our customer goals
- Aprimo wants to produce data that will support value
Responsible Aprimo Resource: The Principal Consultant will help develop this framework as an output of the Value Realization workshop. These metrics are updated quarterly by the Customer Success Principal if the Customer has purshased Expert Services from Concierge’s. If that service has not been purchased, the Customer Support Director/Manager can also be a touchpoint.