PracticalCSM
Author
Pub. Date
2020.
Language
English
Description
Learn how to determine a customer’s required outcomes and measure activities and outputs to prove the value of your solution in helping to attain those outcomes.
A critical aspect of any customer success manager's (CSM) role is to help customers generate measurable value from the solutions they purchase. It's only by realizing value from a solution that a customer will want to renew or increase their existing service contracts or make additional...
Author
Pub. Date
2020.
Language
English
Description
Onboarding and adoption are two of the essential activities for new customers that CSMs are responsible for. This course explains how to guide a customer through these stages.
Onboarding and adoption are two of the essential activities for new customers that CSMs are responsible for. Learn how to guide customers through these two important stages, and prepare them for the upcoming value generation and realization work that lies ahead of them if they...
Author
Pub. Date
2020.
Language
English
Description
New to customer success management (CSM)? This course will help you get up to speed. Explore what CSM is and how it works, and learn about its key principles and activities.
New to customer success management (CSM)? This course can help you get up to speed with the fundamentals. This course address what CSM is and why it's important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability....
Author
Pub. Date
2020.
Language
English
Description
This course contains key information on business management for customer success professionals. It explains how businesses create value, as well how they are organized and managed.
It's critical for customer success managers (CSMs) to have a solid understanding of how businesses work and how value is created and measured, yet relatively few CSMs ever receive training on this vital subject. This course can help CSMs quickly get up to speed by providing...
Author
Pub. Date
2020.
Language
English
Description
Gain essential information about the most common problems, mistakes, and barriers to success in customer success management (CSM), as well as guidance on how to avoid them.
This course focuses exclusively on what can go wrong during even the most well-intentioned customer success engagement. It not only discloses what the most common problems, mistakes, and barriers to success are, but also provides practical, step-by-step guidance on what the CSM...
Author
Pub. Date
2020.
Language
English
Description
Learn how to evaluate your work as a CSM—and customer engagement overall—to determine what went well and what didn’t, as well as how to use this to improve future performance.
Becoming a proficient customer success manager (CSM) cannot happen overnight. Once you've learned the basic processes and best practices for the core CSM activities, you then need to practice by testing your knowledge in real, customer-facing situations. In this way,...
Author
Pub. Date
2020.
Language
English
Description
Learn about the essential preparatory research and analysis work that customer success managers should undertake when preparing for a new customer engagement.
The secret to most professions lies in the preparatory work, and this is no less true for customer success managers (CSMs). When faced with a new customer engagement, the starting point for any CSM is to prepare themselves by performing thorough research and analysis to understand the customer,...