Q1 – Part One – Research

January – Modern demands and challenges facing Customer Success
February – Research Techniques – what to research and how to go about it
March – Assessing Current Capability and Performing Gap Analysis

Q2 – Part Two – Development

April – Customer Needs and Segments and the Customer Journey
May – CSM Roles and Automation
June – CS Framework

Q3 – Part Three – Implementation

July – Systems and Processes
August – Training & Certification
September – Coaching and Managing

Q4 – Part Four – Managing & Improving

October – Measuring & evaluating
November – Reporting & collaborating
December – Dealing with challenges and change