Modern Customer Success right arrows- Practical CSM

Researching, Developing, Implementing & Managing a Modern Customer Success Service

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

Thanks to The Customer Success Association for publicizing the event.

Part One

Modern demands and challenges facing Customer Success

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Part Two

Research Techniques – what to research and how to go about it

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Part Three

Assessing Current Capability and Performing Gap Analysis

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Part Four

Customer Needs and Segments

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Part Five

CSM Roles and Automation

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Part Six

Customer Success Framework

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Part Seven

Systems and Processes

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Part Eight

Training & Certification

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Part Nine

Coaching and Managing

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Part Ten

Training & Certification

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Part Eleven

Reporting & Collaborating

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