CSM Essentials - Maximizing Key Touchpoints

This course consists of 5 individual classes as follows:

Delivering the Customer Experience - How the customer journey provides a step-by-step process to guide customers to value and ensure retention and growth. Students will be familiar with the key stages and touchpoints of a customer journey as well as why segmentation and measuring outcomes are important.

Kicking Off the Relationship - The importance of the beginning stages of the customer journey from the Sales Handoff until the completion of Onboarding. How to manage two tracks during Onboarding - the business and the technology, as well as common structures and challenges.

Conducting Strategic Business Reviews - How to deliver a relevant and impactful strategic business review that drives customer outcomes. What to include and what not to include and how to tell a story with data that drives action.

Managing Customer Health & Risk - Deep dive into managing your customer’s health including basic to advanced health scoring systems. Identify your risk factors and create risk mitigation playbooks.

Balancing the Workload - How to prioritize your time to drive the most value for your customers, your company and your career. The importance of proactive activities in driving customer lifetime value and tips and tricks for maximizing your time. 

These live, online, instructor-led classes are 60-minutes each and will be held once weekly, for 5 concurrent weeks. If you cannot make a class, you will be placed in the next offering of that session, which will be approximately one month later.