CSM Value: Focusing on Customer ROI

This course consists of 5 individual classes as follows:

Becoming a Trusted Advisor - Understanding what it takes to become a trusted advisor and why this is important. How to do customer research to quickly and efficiently understand your customers’ business to add value.

Planning for Mutual Success - Customer success is about making your customers successful. How to turn their needs and expectations into objective goals and hold each other accountable. 

Demonstrating Ongoing Value - The importance of continuously measuring and demonstrating your value to customers. Using the Success Plan as a tool to collaborate with customers, drive growth and engage executives. 

Making Customer Success a Team Sport - Customer-centric companies rally around their customers and their customer facing teams. Best practices for working cross-functionally as a cohesive team at key touchpoints in the customer journey. 

Transforming Customers into Advocates - Understanding the importance of customer advocacy as a key business driver. Deep dive into Voice of the Customer programs and opportunities for the CSM to create advocates.

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.