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

Watch Webinar Replay

DOWNLOAD PDF NOTES

Part Two

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

Watch Webinar Replay

Part Three

Assessing Current Capability and Performing Gap Analysis

Watch Webinar Replay

Part Four

Customer Needs and Segments

Watch Webinar Replay

Part Five

CSM Roles and Automation

Watch Webinar Replay

Part Six

Customer Success Framework

Watch Webinar Replay

Part Seven

Systems and Processes

Watch Webinar Replay

Part Eight

Training & Certification

Watch Webinar Replay

Part Nine

Coaching and Managing

Watch Webinar Replay

Part Ten

Training & Certification

Watch Webinar Replay

Part Eleven

Reporting & Collaborating

Watch Webinar Replay