Personal and Business Competencies / Customer Service

Managing customer success

Strategic workshop to build competitive advantage through superior post-sale customer success management. The program covers implementation, health index, quarterly business reviews and managing exit signals/additional sales. The methodology focuses on creating a CSM guide and account health dashboard. The workshop provides a systematic approach to increasing customer lifetime value and reducing departures.

Issues

Customer success strategy
Predicting departures
Account health indicator
Optimize customer deployment
Best practices for business reviews
Techniques for additional sales
Optimizing the customer’s lifetime value
Customer path mapping
Metrics of success
Retention strategies
Extension capabilities
Automate customer success management

Benefits

Customer lifetime value will increase through systematic relationship management
The rate of customer departures will be significantly reduced through early warning systems
Extension revenue from existing customers will be increased
Customer satisfaction will increase through a proactive approach
Revenue predictability will improve through better retention forecasts
CSM team efficiency will increase through standardized processes
Competitive advantage will be achieved through superior customer experience

Who is this training for?

Customer Success Managers

Key account managers

Customer retention managers

SaaS product managers

Sales managers

Customer support team leaders

Customer experience analysts

Prerequisites

Experience working with B2B customers in a sales or service role
Basic knowledge of business metrics and customer data analysis
Ability to conduct business presentations and QBRs
Knowledge of product or services and typical customer use cases

Training program

CSM vs traditional account management
Customer path and points of contact
Definition of customer success
Metrics: departures, NPS, CLV, extensions

Best practices for customer deployment
Account health indicator and early warning systems
Quarterly business reviews
Signals of departure and interventions

CSM Guide
Account Health Dashboard
Automation in customer success
Opportunities for additional and cross-selling

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

For Managing customer success we recommend: Experience working with B2B customers in a sales or service role; Basic knowledge of business metrics and customer data analysis; Ability to conduct business presentations and QBRs.

What is the format and duration of this training?

The training lasts 2 days and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.

Who is this training designed for?

This training is designed for: Customer Success Managers; Key account managers; Customer retention managers.