Confident. Structured. Prepared. Impressive.
As CSMs we all want to feel that way in front of customers. Mastering Customer Success is designed with one goal in mind. To give you the tools you need to be confident, prepared, structured and therefore impressive in every customer meeting.
On the premium edition of this course after you've finished the course material you'll work with Ian on a private 1:1 60 minute call (at a time to be agreed between 8am and 8pm UK time). The call has three parts:
- A review of your outcomes map
- A review of your alignment planner
- A review of your trust planner
These review calls are designed to ensure you are 100% ready to directly apply your learning to your specific situation. You'll get the benefit of Ian's 20 years of experience in customer success roles to assist you to define, review or improve your content before you take it back to your day to day role. Otherwise the material is exactly the same as the standard course.
How This Course Will Enable You To Master Customer Success Management
For existing customer success professionals this course will introduce you to the Success Methods Value Hierarchy, a powerful way to look at and understand the importance of value and outcomes in customer success. This framework will help you create a structured approach to customer success including measurement and KPIs and the relationship between value, outcomes, executive business reviews and success planning. Loved by students of our two-day classroom training course this framework blows up the idea of 'adoption' and shows how true customer success is found in working with value and outcomes. Once you've mastered this you'll be prepared for every customer conversation and can turn to our section on aligning your entire company around a focus on customer success.
If you are early in your customer success career you to will love our section on a day in the life of a CSM and the Success Methods value hierarchy, the core of our outcomes based customer success framework. You'll also enjoy understanding the 1% advantage, the principle of marginal gains that apply across all of the key revenue levers of customer success. And finally, you too can use our section on aligning your organisation around a focus on customer success to enhance your understanding of and co-operation with every team in your company.
If you are looking for your first customer success role this course will give you everything you need to understand the profession, prepare yourself for interviews, enable you to hit the ground running and allow you to present yourself in a way that will impress anyone who is already in customer success. You'll learn exactly what customer success is, why we have it and where it came from. In addition you'll learn the profession from the experts.