Due date: Thursday of Week 10, 11:59pm (Melbourne Time) 15 th December
Weighting: 40%
Word limit: 20-25 slides and 10–12 minute video recording
Assessment type: Video Presentation
Group or individual assessment: Individual — Overview :
This assessment puts you in the position of a Customer Success Manager
(CSM) tasked with responding to an at-risk situation with stakeholders. The
assessment requires you to identify the impact of stakeholder conflicts
through a stakeholder heatmap, then prioritise conflicts that need to be
navigated. You will define the most effective approach to navigate conflict and
create a clear and concise action plan. You will then present the action plan to
the most senior stakeholder.
Purpose:
This assessment reflects an authentic CSM scenario where the CSM must
respond to events and present an action plan to the most senior stakeholder.
What do you need to deliver?
1 PowerPoint deck1 x 10 to 12-minute video
Assessment details
For this assessment, you will provide an at-risk action plan to rescue a customer relationship. You will find a
situation that is the result of a specific incident, a change to the product or service, or an unsuccessful customer
success initiative or a combination of factors and place yourself in the position of a customer success leader
that is tasked with resolving the problem. You can choose an example from your own workplace if appropriate,
or research incidents like the ones presented in the course. The incident doesn’t have to be
public or dramatic, it can be as simple as being at risk of losing a major customer. (If you need help finding or
choosing an at-risk situation to use, please contact your online facilitator.)
To complete this assessment, you need to:
• conduct an analysis of what happened by writing up a short but succinct evaluation of the situation.
• identify and contextualise the factors that lead up to the situation and identify all the stakeholders.
• use a stakeholder heatmap to identify the impact of stakeholder conflicts as a result of change management. This
evaluation must provide enough context to judge the effectiveness of your plan.
• prepare an action plan. The plan must outline the specific resources, actions, priorities, and how you plan to navigate
conflicts with (or between) stakeholders.
• construct a presentation to communicate the plan to the most senior stakeholder.
Part 1: Slides
Create a presentation deck of your work in PowerPoint (or similar). You can use as many slides as you need to
communicate and use any images or graphics to communicate, you must include the stakeholder heat map.
Part 2: Video recording
Make a recording of you giving the presentation as if to the most senior stakeholder (executive level).
Remember executive level stakeholders are busy, so use enough detail to clearly
communicate but be succinct. You can move supporting information to an appendix that you do not speak to if
needed.
The oral presentation must not be embedded in the PowerPoint deck as Canvas by default
deactivates any animations, sound and all dynamic audio-visual and animation tools. Here are some options for
giving the oral presentation:
1. Make a screen capture recording of you speaking to the slide presentation and provide a Canvas Studio (or similar) link
2. Record a straight to camera presentation (without the slides) and provide a Canvas Studio (or similar) link (10-12 mins)
3. Upload an audio file of your presentation
Page 3 of 8
Whatever method you choose, you must upload the PowerPoint deck along with the recording of your oral presentation.
Target audience
The target audience for the video presentation is the most senior (executive level) stakeholder.
Recommended length and structure
Your video presentation will be 20-25 slides (+/- 10%) and 10–12 minutes for the video. It should include the
following sections:
1. A short but succinct evaluation and analysis of the situation.
2. Identify and contextualise the factors that lead up to the situation and identify all the stakeholders.
3. A stakeholder heatmap to identify the impact of stakeholder conflicts as a result of change management. This evaluation
must provide enough context to judge the effectiveness of your plan.
4. An action plan. The plan must outline the specific resources, actions, priorities, and how you plan to navigate conflicts
with (or between) stakeholders. Anticipate risks and provide mitigation strategies and identify gaps where more
information is required. The plan should have sufficient evidence to justify the actions you plan to take to resolve the
situation.
5. A presentation to communicate the plan to the most senior stakeholder. The presentation should be appropriate for the
stakeholders and the situation. Some at-risk situations are obvious and urgent, so this would be presented differently
to a situation that is slow moving
and not obvious, where you may need to persuade the stakeholders that there is a problem. You will be judged on how
well you tailor your message to the stakeholders.
Required references
There is no set number of references you should be utilising in your video presentation. However,
you should cite the source of all information you are using, both the information about the company and the
sources for the concepts from the course used in your analysis. As this is your major assessment for the
course it is expected that your work is well supported by references.
Use HARVARD referencing style for this assessment. You must acknowledge all the sources of information you have
used in your assessments.
This assessment is linked to the following course learning outcomes:
CLO 2 Analyse the effectiveness of the role of self, team and organisation in building sustainable customer
relationships
CLO 3 Exercise various communication and negotiation methods and approaches to build engaged customer
relationships
CLO 4 Design and implement continuous improvement and feedback mechanisms to drive ongoing customer value in
organisations
Marking criteria
This assessment will measure your ability to:
• analyse the current situation and identify the contributing factors using a stakeholder
heatmapto evaluate the impact of stakeholder conflicts as a result of change management (10 points)
• create and justify an action plan that sets priorities and actions best suited to the at-risk situation (15 points)
• orally present your work (10 points)
• conduct research and referencing (5 points)
