Welcome to the Customer Success Management Essentials course configuration page! Here, you can select your preferred course level and membership type. As you make your selections, the pricing will automatically update for your convenience. When you’re ready, you can proceed straight to checkout. Don’t forget to scroll down for detailed information on course content and a comprehensive breakdown of the two course levels we offer.
CSM Essentials
Course configurator
Description
The Customer Success Management Essentials training program provides a foundational understanding of the basics of Customer Success Management. It defines what customer success is, explains its value to both customers and suppliers, and explains the core components of the CSM’s role.
The syllabus includes:
- 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
Course Levels
Immerse yourself in the CSM Essentials program, thoughtfully curated into two distinct levels tailored to your learning needs:
CSM Essentials: Basics
This initial level sets a solid foundation with two key knowledge modules and three critical CS skill lessons. Concluding the course with an evaluative test, you’ll earn a certificate recognizing your accomplishments.
Knowledge Training Modules:
- Customer Success Fundamentals: This module guides you through the core concepts and principles that shape a successful customer success journey.
- Business Fundamentals: Delve into the heart of business operations and strategies, arming yourself with knowledge to adeptly navigate the corporate landscape.
Skill Training Lessons:
- Listening and Questioning: This lesson enhances your communication skills, honing your active listening and effective questioning techniques for improved customer interactions.
- Data Analysis and Reporting: Learn how to interpret data and compile comprehensive reports, empowering data-driven decision-making.
- Storytelling: Master the art of storytelling, allowing you to engage customers, convey success stories, and communicate value compellingly.
15 Question Exam
Certificate of Completion
CSM Essentials: Comprehensive
The upgraded level broadens your horizons with seven exhaustive knowledge modules and six engaging skill lessons. You’ll undertake an evaluative test and receive a certificate of completion that underscores your cultivated expertise.
Knowledge Training Modules:
- Customer Success Fundamentals: This module guides you through the core concepts and principles that shape a successful customer success journey.
- Business Fundamentals: Delve into the heart of business operations and strategies, arming yourself with knowledge to adeptly navigate the corporate landscape.
- Engagement Preparation Best Practices: Learn to effectively prepare for customer engagements, optimizing success outcomes.
- Onboarding and Adoption Best Practices: Understand the key strategies to facilitate seamless customer onboarding and promote product adoption.
- Value Realization Best Practices: Discover the best practices to help customers realize the maximum value from your product or service.
- Engagement Evaluation Best Practices: Acquire the skills to assess and refine customer engagements, continually enhancing your success rate.
- Avoiding Common Traps and Pitfalls: Recognize common challenges in customer success and learn strategies to circumnavigate them.
Skill Training Lessons:
- Listening and Questioning: This lesson enhances your communication skills, honing your active listening and effective questioning techniques for improved customer interactions.
- Data Analysis and Reporting: Learn how to interpret data and compile comprehensive reports, empowering data-driven decision-making.
- Storytelling: Master the art of storytelling, allowing you to engage customers, convey success stories, and communicate value compellingly.
- Problem Solving: This lesson equips you with skills to creatively and efficiently solve problems, better meeting customer needs.
- Time Management: Develop strategies for effective time management, improving your productivity and maintaining work-life balance.
- Leadership and Negotiation: Build your leadership persona and negotiation skills, enabling you to steer through challenging situations and achieve favourable outcomes.
30 Question randomized Exam
Certificate of Completion
To access these insightful courses, a PCSM Learning membership is required via practicalcsm.com. Rest assured, this membership is, and always will be, free of charge. We stand committed to providing accessible, high-quality education to all our students. So, take the plunge and elevate your learning journey with us!
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FAQ
Is the CSM Essentials course comprehensive enough to prepare me as a Customer Success Manager?
Absolutely! Our CSME: Comprehensive program encapsulates all the vital knowledge and skill training you’ll need to cement your understanding of Customer Success. It’s an excellent fit for those transitioning into Customer Success from roles like account management or sales, or for those looking to enhance their functional comprehension of Customer Success in their current roles.
On the other hand, the CSME: Basics course provides a succinct introduction to the essentials of Customer Success and the role of a CSM. It is designed with beginners in mind, those who are seeking a foundational understanding of Customer Success. This course is an ideal stepping stone for individuals at the onset of their career.
How much time will it take to complete the CSM Essentials: Basics & Comprehensive courses?
The duration of the course largely depends on your learning pace. However, as a guide, the CSME: Basics course includes approximately 5 hours of training, whereas the CSME: Comprehensive offers around 18 hours of comprehensive training. Remember, the goal is not just to complete the course, but to absorb and apply the knowledge effectively in your professional journey.
Can anyone become a Customer Success Manager? What knowledge, skills and/or experience do I need?
There are a wide range of customer success roles out there, including junior “first job” type roles all the way up to Vice President for Customer Success roles where you would be reporting directly to the CEO and a member of the Board of Directors. Of course just as with any job you do need to have some basic aptitude. However if you can pass the free online aptitude test for this course then you should be capable of holding down a CSM role.
What distinguishes CSM Essentials from the Certified Customer Success Management Professional (CCSMP) course?
CSM Essentials and CCSMP are both valuable, but they serve different purposes:
- Focus and Content: CSM Essentials is a streamlined course tailored to build a strong foundation in core knowledge and skills essential for Customer Success Management. In contrast, CCSMP is a more comprehensive program with extensive resources, including a tools, workbooks and exercises.
- Pricing and Accessibility: CSM Essentials is priced affordably, making it an ideal choice for job seekers and those at the initial stages of their Customer Success journey.
- Assessment: CSM Essentials includes a single final test, leading to a certificate of completion. On the other hand, CCSMP incorporates a two-part professional exam that culminates in a professional certification.
- Additional Features: CCSMP is facilitated through our Practical CSM Academy and may include advanced features such as CPD, team management and reporting capabilities, which are not available in CS Essentials.
- Certification: CSM Essentials grants a certificate of completion to acknowledge the knowledge gained, whereas CCSMP provides a professional certification, recognizing a higher level of expertise and competence in the field.
Choose CSM Essentials for a focused and affordable introduction to Customer Success Management, or opt for CCSMP if you’re seeking a more in-depth, professionally recognized certification with additional resources and features.
How do I know the Customer Success Management Essentials course is for me? Do you provide a money-back guarantee?
At PracticalCSM.com we offer a “no quibble” 14 day money back in full guarantee. This means that you can purchase this training program in confidence, knowing that if you try it and do not like it then you can get your money in back in full with no questions asked, so long as you meet the following criteria:
- Firstly you must have tried out the content, so you need to get at least half way through Module One, which means viewing the lessons up to lesson 1.5.
- Secondly, you must NOT have started Module Two (because we are not in the business of giving away all our training for free).
- We believe that allowing you the opportunity to try out as much as you wish of Module One in order to make up your mind, but not proceeding further unless you are willing to commit to your purchase is fair on you and fair on us!
Is the Customer Success Management Essentials course taken entirely online?
Yes, this is a self-study program and all of the materials are available online through our Learning Dashboard on www.practicalcsm.com
Can I opt for an instalment payment plan if I’m on a tight budget?
Yes, absolutely! We understand that financial flexibility can be crucial, so we’ve partnered with PayPal to offer a convenient ‘Pay in 3’ instalment option. When you proceed to checkout and choose PayPal as your payment method, you’ll see this option. Please note, however, that PayPal’s ‘Pay in 3’ feature isn’t available in all countries. For more detailed information, we recommend visiting PayPal’s official website.
Does the Customer Success Management Essentials course guarantee that I will get a job as a Customer Success Manager?
Much as we would love to do so, even we cannot guarantee that you will find your perfect role, and this is quite simply because there are so many variables that are outside of our control, including you yourself of course! Not everyone is cut out to be a CSM, and that is why we provide a 14 days money back guarantee (see separate Question on refunds).
What happens after I complete the course?
Once you have completed the training and passed the final test you will receive a certificate of completion to your inbox. Your will be able to download the certificate from your Learning dashboard. Your certification never expires
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