Certified Customer Success Management Professional (CCSMP)

A practical training experience

Strategy and concepts set the scene and provide the context, but the real value of training comes not from just being taught what to do and why to do those things but how to do them.

Answering these “what?”, “why?” and all-important “how?” questions is the focus of our CCSMP training program, but we go further than that and also explain when and in what order they should be completed, and provide you with the tools to ensure you perform complex tasks to a consistently high quality whilst simultaneously increasing your productivity and efficiency.

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Watch a five minute overview of the CCSMP training program

Topics taught within the CCSMP training program include:

  • What “customer success” is and why it is important
  • What value customer success provides to both the customer and the CSM’s own company
  • How modern businesses function, what the CSM must know about business decision making, and how to work with senior leaders
  • The general skills and knowledge needed by all CSMs and how to gain them
  • The benefits of using a framework together with an overview of the Practical CSM Framework
  • Preparing for a new customer engagement
  • Meeting the customer’s stakeholders and gaining commitment to work with them
  • Using consultative techniques to understand the customer’s initiative and outcome needs
  • Stakeholder management and relationship development
  • The process of initial onboarding for a new customer
  • Helping a customer understand their end user adoption requirements
  • Creating and implementing multi-phase adoption plans
  • Helping the customer to manage change across their organization
  • Helping the customer to measure and report on value and outcome attainment
  • Keeping the initiative on track to ensure value gets realized
  • Maximizing both renewal and expand opportunities and gaining customer advocacy
  • Measuring and reporting back to the business on customer success activities

Framework-based to make life easier

The CCSMP certification program is based on the Practical CSM Framework – a best practice framework that covers the entire spectrum of customer success tasks right through the entire customer lifecycle.

Having the Practical CSM Framework at your back is like having a spare pair of helping hands to assist you in the performance of your duties. It reminds you what needs to be done next, it explains the steps needed to perform each task and it provides you with clarity around how to manage your time and activities to maximize the positive impact you can create both for your customers and for your own company.

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What’s Included within the CCSMP Program?

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Training Videos

In addition to the training manual, there are twenty online, multimedia videos to watch, each one roughly 30 minutes in duration and each covering multiple, essential ,customer success-related topics.

These videos will provide context around and go into more depth on the subjects contained within the manual, and will really bring the training material alive for you, making the process of learning both effective and enjoyable.

Click PLAY to view a short clip from Module One

Are you an experienced CSM who’s looking for ways to increase quality and productivity?

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Tools and Templates

Another important aspect of the program is the access you’ll receive to a comprehensive suite of customer success tools and templates that will help to make you more productive whilst increasing the quality of your output.

These tools and templates are customizable to suit your own company’s specific needs, and their use is fully explained within the training program.

Need to know how to measure progress towards your customers’ outcomes?

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Quizzes and Case Study Exercises

At the end of every module there’s a 15 question, multi-choice style quiz to test your understanding, plus a detailed, case-study based exercise for you to try out your new knowledge and skills in a real world scenario.

This will give you not just the competence but also the confidence you need to actually get out there and use the techniques and skills you have been taught in front of your own customers.

Do you want  to certify the level of your knowledge and skills to the world?

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Certification to Prove Your Capability

Our online exam covers both your theoretical understanding and your practical application of the knowledge and skills that are taught within the CCSMP training program.

Students who pass the exam are awarded the title of Certified Customer Success Management Professional or CCSMP and receive a digital certificate as proof of their achievement.

Would an end-to-end best practice framework make your life easier?

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Access to Online Support

Finally, all our material is carefully developed to maximize learning and to ensure full comprehension of all the information contained within it.

However, if you do find yourself struggling to understand something you have unlimited access to our instructor team to ask as many questions as you like.

Want access to over twenty downloadable tools, templates and checklists?

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No Quibble 100% Satisfaction Guarantee

We know that this training program is a first class product, and we want you to have the same level of confidence in it as we have.

That’s why we provide a no quibble guarantee that if you try the first two modules and decide for whatever reason that our program is not for you, we will give you a refund in full, with no questions asked.

The ability to complete
the training in your own time

You get a full twelve months from when you purchase the course in which to complete the training and pass the test. That means that you will not under pressures of time to finish the course quickly and can fit your learning around your existing schedule as necessary.

Coming soon

Want to learn more?

Call us on +44 (0)208 19 19 002 or email us at sales@practicalcsm.com to arrange a no charge initial consultation.