Customer Success Fundamentals

• What is Customer Success and Why is it Important?
• What is Customer Success Management?
• Why Invest in Customer Success Management?
• How Does Customer Success Work?
• The Role of the Customer Success Manager
• Understanding Outcomes and KPIs
• Treating your Customer as your Business Partner
• Is Customer Success the same as Customer Happiness?
•Why is Customer Success Management becoming More Important?
• How does Customer Success Management help to Realize Business Value?
• Where do CSMs fit within the Wider Organizational Structure?
• Customer Renewals and Retention/Churn
• Customer Success in Different Business Types
• Land and Expand Sales Motions
• Customer Lifetime Value (CLV)
• Customer Advocacy
• What is your organization’s customer success strategy?
• What is your role in helping to fulfil your organization’s customer success strategy?
• What assets and resources are available to help you?
• How will you plan and manage your time?
• Internal evangelization of customer success management
• The RAPAE Task Model – a way to categorize CSM activities
• Research, Analysis and Planning as Enablers of Action
• Understanding the Critical Path
• Introducing The Practical CSM Framework
• How should the Practical CSM Framework be used?
• Getting in Front of Senior Management and ‘C’ Level Customer Stakeholders
• The 14 Tenets of Customer Success
Reflecting on your own knowledge, skills and experience