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.
Watch a five minute overview of the CCSMP training program
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.
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.
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
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.
