Corporate Training

Does your CS team experience

any of the following common challenges?

  • Lack of understanding around the role and purpose of customer success management
  • The outcome requirements from customer success activities are not sufficiently understood
  • Lack of clarity around what your CSMs should be doing and how they should be doing it
  • Lack of best practice techniques, templates, tools, resources and other practical support for our CSMs
  • The customer success team lacks productivity and is not performing efficiently enough
  • The customer success team is not providing a consistently uniform and high quality service to all customers
  • The customer success team lacks the skills and knowledge they need to perform their role sufficiently well
  • Lack of clarity around your CS strategy and how it supports your corporate vision and strategies
  • Insufficient measurement and reporting to prove return on investment from customer success activities
  • The rest of our organization does not fully understand the role of the CS team or fully collaborate with it

If you can “tick the box” to any of the above

then we may be able to help you!

We can create a custom course to meet your needs. Topics might 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

We are always pleased to hear from you.

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Want to learn more?

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