Researching, Developing, Implementing & Managing
a Modern Customer Success Service
Q1 – Part One – Research
January – Modern demands and challenges facing Customer Success
February – Research Techniques – what to research and how to go about it
March – Assessing Current Capability and Performing Gap Analysis
Q2 – Part Two – Development
April – Customer Needs and Segments and the Customer Journey
May – CSM Roles and Automation
June – CS Framework
Q3 – Part Three – Implementation
July – Training & certification
August – Coaching and Managing
September – Systems and Processes
Q4 – Part Four – Managing & Improving
October – Measuring & evaluating
November – Reporting & collaborating
December – Dealing with challenges and change