After completing this course, a CS Professional will understand how to uncover the reasons a customer made a purchase, how to work with a customer to define clear goals, best practices for measuring, tracking and presenting progress and outcomes to the customer, and what to do if customer expectations change over time.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course, a CS professional will understand major business models and the KPIs used to measure business performance, how to use the business model canvas to understand a customer’s business, how to ask about the KPIs that matter to a customer, how to turn goals into a formal success plan, and how to find and connect with key executives in a client company.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS professional will understand the major touch-points in a customer journey, how to manage both buyer and user relationships, ways to be proactive at various stages in the customer lifecycle, how to build an account plan that the team can use to coordinate on customer strategy, and how to engage other teams in the customer relationship.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand why onboarding is critical to customer success, how to manage an onboarding project while building the customer relationship, how to work with a separate onboarding team, and best practices for planning a smooth onboarding process.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand the value of an executive business review (EBR), how to best format an EBR for their customer base, how to perform customer research ahead of the EBR, what the agenda and presentation for an EBR should include, and how to follow up with a customer after the EBR.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand why churn is important and how to measure it, how churn relates to customer health and several ways to measure health, common churn warning signs and how to proactively address them, and how to off-board a customer smoothly to drive referrals and potentially win them back.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course, a CS Professional will understand common issues that surface over the course of a customer’s lifecycle, the level of service that customers expect, when to hand off or escalate problems, how to own the communication about customer problems, how to advocate for internal change and how to encourage customers to become advocates.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand the three major types of activities and why balancing them is important, how to make proactive work a priority, best practices for managing email and prioritizing customers, how to make sure activities are goal-driven, and why personal development time is critical to a career in customer success.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand the different types of opportunities that surface in customer success relationships, how to ask questions to identify potential opportunities, how to effectively qualify opportunities, ways to develop opportunities in order to prevent objections, and how to hand off an opportunity to a sales team.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand why it is important for CSMs to be able to ask consultative questions, how asking great questions can help CSMs in a range of situations that require persuasion, four kinds of questions to ask customers that help them see the value in a solution, and how and when to ask questions for the best results.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand the typical reasons for objections, tactics for tackling common objections, ways to prevent both objections and negotiations, basic negotiation approaches, ways to handle a customer who won't negotiate, and how to escalate a negotiation for best results.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

2024 TIME SLOTS COMING SOON!

After completing this course, a CS Professional will understand the consultative selling process, what to do at various phases in the selling cycle, ways to approach negotiation and closing for a mutual win, how to manage and how to report on an opportunity pipeline in a way that benefits the team, manager and company leadership.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand a typical customer data ecosystem, the purpose and structure of CRM systems and CS platforms, and how to use these tools to collect customer data, log activities, manage tickets and issues, track health and risk, develop opportunities, trigger workflows, and report on customers and results.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand how to engage effectively with internal sales, services, support, finance, product and marketing teams, how to build relationships with other teams and leaders, how to manage change across teams, and how to manage cross-functional customer groups to drive projects forward.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.

After completing this course, a CS Professional will understand what is happening in a customer’s mind when problems arise, how and when to raise difficult issues with customers, how to balance listening with speaking up for yourself and your company, and approaches for leading difficult conversations to a mutually beneficial resolution.

This is a live, online class and attendees will need Internet access, a headset with mic, and an area where they can speak and contribute to the group.

Price shown is per attendee. CSMs will receive access to training session details via email upon receipt of payment.