Customer Stakeholder Map Template

Find out who can make this account succeed or stop it, how well you know them, and where you are one resignation away from trouble.

The person who sinks a renewal is rarely the one sitting on your calls. You need to know who's in the room, not just who's at the table, and that includes the person who signs, the IT manager who has to support your integration at 2am, and the new VP who has never heard of you. This map gives every one of them a risk score and a next step.

List every stakeholder with their role in the partnership, then rate their influence, engagement, relationship strength and sentiment. The workbook scores the risk for each person, counts the days since your last real conversation and flags follow-ups that are due. The Coverage tab shows which of 10 roles you have covered and where you're thin, plus a grid of influence against relationship strength and the sentiment mix. Neutral is as bad as a detractor, so unknown and neutral people count as risk until you find out otherwise. The guide includes five questions that find the rest of the room and a 45-minute mapping session agenda.

What's included

• Customer Stakeholder Map template in Excel, plus a make-a-copy link for Google Sheets

• 4 tabs: start here, map, coverage and settings

• Risk score, owner and next action for every stakeholder

• Coverage across 10 roles with gaps flagged

• A step-by-step PDF guide with a made-up worked example, questions to ask your champion, a mapping session agenda and the mistakes to avoid

• A Steal This stakeholder coverage check

Who it's for

CSMs and account managers working key accounts, and CS leaders who are tired of single-threaded renewals.

How it works

Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.

Bundle and save

This template is part of the Onboarding and Adoption Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.