Succeeding as a Scale CSM

This course consists of 5 individual classes as follows:

Using Segmentation to Manage Your Portfolio - Understand the importance of segmentation within your low touch/tech touch segment and how to create a digital journey that drives outcomes by sub-segment.

Delivering Digital Touchpoints - Learn how to set up digital journeys for tech touch segments including the key data systems and integrations needed. Includes how to approach, where to start and how to optimize.

Maximize Your Tool Set - Understand the current landscape of digital success including the tools. Learn about core CRM and CSM system functionality as well as new tools for scale including AI for sales, marketing and customer analysis.

Enabling Customers at Scale - Deep dive into Customer Education as a discipline and a core foundation for scale. Learn different types of customer education, the profile of a CE professional and how CE drives business results across segments. 

Deploying a Human Touch - Humans are still important even for scale programs. Learn when the human touch comes into play, who the humans are behind these programs, the skills needed to manage and the challenges involved in running a tech touch program. 

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.

This series is scheduled to run on Wednesdays at 6am Pacific from May 29 - June 26, 2024.