Overview
This two-day class is designed for Customer Success professionals who are responsible for helping clients maximise the value returned on their technology investments. This interactive course provides the knowledge and skills that enable Customer Success Managers to successfully interact with their clients, and to manage, retain and grow their strategic accounts.
By combining an established customer success framework with best practice methodologies, this course demonstrates how companies can provide extra benefits to their clients at every stage of the customer life cycle; beginning with defined pre-sales activities and ending with a renewing/growing customer or valuable lessons learned from effective churn analysis. Students will also discover how Customer Success Managers have the scope and potential to deliver significant, positive results to internal and external stakeholders.
Some of the training objectives…
- Learn Customer Success methodologies and frameworks that help improve your clients’ return on investments throughout their life cycle.
- Understand how to calculate the most important metrics for measuring Customer Success.
- Create plans that get your customers off to a ‘fast-start’ and ensure that they get early value.
- Understand the root causes of all customer churn.
- Establish trust to build strong client relationships.
- Convert unengaged customers into active users.
- Capitalise on the role of the Customer Success Manager in working across critical internal business units.
- Create a strategy for nurturing and growing the account.
Who Should Attend
- Customer Success Managers
- Technical Account Managers.
- Pre-sales Managers.
- Sales executives.
19 Comments
A fantastic two-day training course that really helped our teams understand how they can help maximise customer value. We already have started to see some impressive results and would recommend the course to anyone wanting to build a world-class CS organisation
Last week Adam Joseph held a two-day workshop with our Customer Success team to help us bring even more value to the thousands of SEOs and Digital Marketers who trust us every day. Thanks again for sharing your energy and passion for CS with us, Adam!
I got a lot of tips, tricks, hints. And I got the confirmation, that CS is an ‘Advocate’ for our customers and not only an additional support for our service/delivery units. Thanks a lot!
Well done. One can feel the passion (of Adam) for CS. Add crisis escalation mgmt to the tasks.
Excellent course, well delivered. Thank you.
Perhaps more on crisis management and times of high stress that occur in a relationship. Passionate – insightful & fun.
Really helpful to understand what CS is. Lots of tips to apply in the next months. Thank you Adam!
The material is very helpful and concise. It helped me to follow the class more effectively.
I really appreciate the real example provided during the training.
Really enjoyed this class and will thoroughly recommend it to my US counterpart. It not only delivered everything my team needed but also got them ‘pumped up’ about customer success. Adam is also a great subject matter expert […]
Very good training with a very efficient and dynamic trainer. Thank you.
Thank you Adam!
Thank you very much for this amazing course!
This is one of the best trainings that I have received about Customer Success practices. This was a nice reminder of CS role. I was CSM in past. I have kept several big takeaways in terms of methodology and approach.
Thanks a lot Adam. It was very interesting. I share your CSM vision and I was pleased to discuss with you about our experience and yours.
Those 2 training days are very useful not only for CSM beginners but also for intermediate CSM that needs to reinforce their position in front of the customer as well as internally.
Merci 🙂 Maybe adding some other role play and group exercise because even if course is interesting it’s easier to stay focus all the way long, better to move and practice.
I really enjoyed this course. It is very interactive and informative. There were enough breaks and time to share your opinion and experience. Really helpful. I hope to have more trainings like this in the future. Thank you Adam!
Add to ‘Internal Relationship’ section on consulting, ‘External’ external patterns. I don’t quite agree with the WATERMELON analogy. I LOVE the inside. I’d look for a better definition of the CSM job (not only defined by its KPIs) vs a sales job.