
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
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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