Customer Success Workshops

Explore our comprehensive Customer Success Management Best Practices Workshop through our meticulously designed virtual classroom training.

Our training program is divided into three tailored versions to meet your unique learning preferences and schedules.

Workshops Tailored to Your Company Needs

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Some organizations and individuals prefer the online self-study format for their learning experience. However, other teams and individuals prefer to have an instructor-led experience.

Our instructor-led Customer Success Workshops are delivered remotely via the Internet using high-quality video conferencing and learning platforms.

All our instructors are highly experienced and skilled Customer Success Management experts combined with excellent training and communication skills.

Instructor-Led Customer Success Workshops

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The core advantages of an instructor-led customer success workshop are:

★ Greater engagement levels from learners

★ The ability to ask questions in real time

★ The ability to customize the content and/or exercises to suit your team’s needs

★Feedback from the instructor on team and individual capabilities

Corporate Testimonials

Case Study & Testimonial from Intellishift

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Customer Success Workshop Versions

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Our Customer Success Workshop program is divided into three tailored versions to meet your unique learning preferences and schedules. Each version is designed to empower you with the tools and knowledge needed to excel in customer success management, making this an investment in your professional growth.

★ Basic

A concise, 18-hour program spread over six half-days, with each session lasting 3 hours. Exercises are to be completed as homework.

★ Standard

An extended, 30-hour in-depth learning experience with each session lasting 5 hours. Exercises are completed during the sessions.

★ Custom 

Offers the flexibility to customize course content and exercises to meet specific needs, with time and cost adjusted based on the customization required. Ideal for those seeking a personalized learning journey.

Customer Success Management Best Practices Workshop Agenda

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Session One

Session Two

Module One: Customer Success Management Basics (3 hrs)

  • Defining the role of the Customer Success Manager
  • Customer Success Management Goals, objectives, and expectations
  • Evangelizing the CSM role, and working collaboratively
  • Exercise: Communicating the Role of the CSM
    • Overview of the Value Engagement process
    • Skills and Domains of Expertize for Customer Success Management
  • Exercise: Assessing Personal and Team Strengths and Weaknesses

Module Two: Engagement Research and Planning (1 hr)

  • What is ‘engagement planning’?
  • Understanding the customer from a business perspective
  • Customer research and analysis tools and techniques
  • Understanding the role of and necessity for validation of research information
  • Creating a “customer success plan”
  • Exercise: Determining Factors to Research About a Customer

Module Three: Working with Stakeholders (2 hrs)

  • Managing stakeholders and understanding roles and responsibilities
  • Developing trust relationships
  • Conducting purposeful conversations
  • Leadership, communication, negotiation, and objection handling
  • How CSMs help customers to achieve their targets and objectives
  • Exercise: Developing a Relationship with Customer Stakeholders

Session Three

Session Four

Module Four: Uncovering and Analyzing Needs (2 hrs)

  • Planning for and conducting requirements gathering workshops
  • General communication skills and consultative questioning techniques
  • Documenting, validating, and analyzing information
  • Creating a meaningful success plan proposal
  • Exercise: Planning for and running a discovery workshop

Product Onboarding (1 hr)

  • The relationship between onboarding, adoption, and value realization
  • Understanding the onboarding process
  • The “Welcome Kit”
  • Exercise: Developing a Welcome Kit

Managing Client Adoption (1.5 hrs)

  • Determining impacted capabilities
  • Determining impacted users
  • Calculating KSA (knowledge, skill, and attitude) requirements
  • Creating a watertight product adoption plan
  • Exercise: Determining Adoption Requirements

Project Management and Troubleshooting (1.5 hrs)

  • Project management tools and best practices
  • Change management tools and best practices
  • Overcoming typical adoption challenges
  • Working with difficult stakeholders
  • Exercise: Implementing an Adoption Plan

Session Five

Session Six

Working with Clients to Maximize Value (1.5 hrs)

  • Understanding and measuring value
  • Determining unique customer value
  • Creating and agreeing the right KPIs
  • The purpose of a Success Roadmap
  • Exercise: Creating and Presenting a Success Roadmap

Measuring and Reviewing Performance (1.5 hrs)

  • Measuring performance using KPIs
  • Reporting on progress via regular business reviews
  • Presenting information to business decision makers
  • Storytelling, and influencing stakeholders
  • Exercise: Presenting at a Business Review

Managing Workload (1.5 hrs)

  • The customer relationship health score system
  • Understanding health score system KPIs
  • Using customer health scores to prioritize activity
  • Time management skills
  • Internal management and reporting
  • Exercise: Interpreting a Health Score to Determine Customer Needs

Sales, Advocacy, and Engagement Evaluation (1.5 hrs)

  • Land, Expand, and Grow sales motions
  • Spotting opportunities for additional customer value
  • Managing customer advocacy opportunities
  • Evaluating personal and team performance
  • Exercise: Creating an Upsell and/or Cross-sell Proposal

Ready to Elevate Your Team’s Performance?

Speak to our Training Specialists Today! At Practical CSM, we understand every team has unique needs. Our dedicated experts are ready to craft a tailored customer success workshop experience that fits your goals perfectly. Connect with us now to empower your team’s customer success journey.

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