MoT #28: Dealing with Difficult Customers & Situations

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#28), David Verhaag from Olifano discusses the difference between difficult customers and difficult situations and provides some really good advice and best practices on how to best deal with them.

Episode #28, “Dealing with Difficult Customers & Situations” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

BETA: CCSM Level 1 Learner Assessment

Level 1 courses only, Solo & Team plans.

As we continue to upgrade our existing CCSM Level 1 program, we're excited to roll out our new 'Learner Assessment' tool.

The purpose of our Learner Assessment is simple. We wanted to provide our students with a way to gauge the level of knowledge that they already possessed relating to the fundamentals of Customer Success Management before they began the program so that they had a baseline to compare to when the finished the program and certified.

As educators, we always strive to conduct a needs assessment before working with learners in a live setting but struggled with achieving the same results for the online versions of our programs. With the addition of this new diagnostic assessment, we believe that we can provide our students with a relatively accurate assessment of where they stand with regards to their pre-program level of familiarity with the practices that make up the fundamentals of Customer Success management as taught in this program.

What Is A Diagnostic Assessment?

Diagnostic assessments are pretests. They usually serve as a barometer for establishing how much "pre-loaded" knowledge a student has about the topics taught in this program. The word diagnosis is defined as an analysis of the nature or condition of a situation, which is precisely how we, as educators, tend to use them.

Diagnostic tests help to tell the student how much they know and don’t know about the upcoming topics. This helps to inform the student's approach to learning and identifies the areas of the program where the learner may benefit from spending more time delving into the course materials.

You'll find the new Learner Assessment as the first course in Level 1. While the tool is new and this release is the BETA version, we hope you find it useful and share your feedback so that we can improve it!

MoT #27: What To Look For in Early CS Hires

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#27), Michael Fluvio from Procore talks about his experience scaling a success team in a very early stage company, specifically what he looked for in CS team members, and some opinions on EQ.

Episode #27, “What to Look For In Early CS Hires” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

CCSM Level 1 CPD Accreditation

Level 1 course only, Solo & Team plans.

As Nov. 27, 2019 all of SuccessCOACHING's CCSM Level 1 Training programs are officially accredited as Continuing Professional Development programs!

At SuccessCOACHING, we are serious about providing a superior learning experience. Our customers will attest that our training programs are of the highest caliber, but it is important to us that our programs are held to the toughest standards of educational quality.

That is why today we are proud to announce that our CCSM Level 1 training programs for Customer Success professionals have been certified by the world’s leading Continuing Professional Development accreditor, The CPD Certification Service, as meeting or exceeding the global CPD Standards.

For more on the announcement click here.

MoT #26: Sales to Post-Sales Handoff

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#26), Shari Srebnick from Searchmetrics talks about developing and evolving the sales to customer success handoff along with some of the most important elements of the process.

Episode #26, “Sales to Post-Sales Handoff” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

CSM Mastermind #9 - How do I manage the change your customers are going through while they're adopting your new product?

Available on all plans.

CSM Mastermind is a monthly, live online event that brings together CSMs from various backgrounds and industries to share their knowledge about common topics or challenges that CSMs face every day.

The next CSM Mastermind event, How do I manage the change my customers go through while they are adopting my new product?, is scheduled for January 22nd at 11am PT / 2pm ET.

Join our panelists - Lauren Hayes Brown, Customer Success Manager at Polly; Michael Salazar, Enterprise Account Manager at Sisense; and Mike Waggoner, Client Success Executive at Zendesk for a discussion on the practical ways you can manage change during new product adoption, including:

  • In your experience, what are some challenges regarding product adoption by customers?
  • How do you help ensure that clients see the large-scale vision of how the product will help their organization reach a desired outcome?
  • How can you help ensure that the product is easy to navigate for your customers and that the customer’s voice is heard by the product team?
  • What do you provide the customer to help them utilize the solution in a more effective way?
  • In your experience, what are some positive effects of building a great in-product user experience and how does that change how you approach the adoption process?
  • Can you share any of your own experiences with managing change during product adoption for one of your own customers?

To add this event to your calendar, submit questions for the panelists, or join the live event, visit the CSM Mastermind section of the Learning Platform.

CSM Mastermind #10 - How do I handle high-risk customers and prevent churn?

Available on all plans.

CSM Mastermind is a monthly, live online event that brings together CSMs from various backgrounds and industries to share their knowledge about common topics or challenges that CSMs face every day.

The next CSM Mastermind event, How do I handle high-risk customers and prevent churn?, is scheduled for February 19th at 11am PT / 2pm ET.

Join our panelists - **** for a discussion on the practical ways you can manage change during new product adoption, including:

  • In your experience, what are some of the early signs of risk that CSMs often miss?
  • What do you believe are some of the key indicators of risk?
  • Within your organization, how do you measure customer satisfaction?
  • How often do you review customer accounts and discuss customers who may be showing signs of risk?
  • After identifying high-risk customers, what are your immediate next steps?
  • What type of strategies do you use to mitigate risk with high-touch customers?
  • What type of strategies do you use to mitigate risk with low-touch customers?

To add this event to your calendar, submit questions for the panelists, or join the live event, visit the CSM Mastermind section of the Learning Platform.

CCSM Level 2 Learner Workbooks

Level 2 courses only, Solo & Team plans.

As we continue to upgrade our existing courses, we're excited to roll out 'Learner Workbooks for CCSM Level 2'.

Learner Workbooks serve as both an insight generating aid and a resource for you to refer back to after you've completed each course.

You'll find the new Level 2 Learner Workbooks in the 'Getting Started' section of each course. We hope you find them useful!

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CSM Mastermind #11 - How can I move from a CSM hero role into a specialist role?

Available on all plans.

CSM Mastermind is a monthly, live online event that brings together CSMs from various backgrounds and industries to share their knowledge about common topics or challenges that CSMs face every day.

The next CSM Mastermind event, How can I move from a CSM hero role into a specialist role?, is scheduled for March 18th at 11am PT / 2pm ET.

Join our panelists - **** for a discussion on the practical ways you can manage change during new product adoption, including:

  • How has your organization specialized their functions in Customer Success to meet the demand of your company’s growth?
  • How did the organization decide what specialized roles were needed?
  • In your experience, what are the benefits of using specialization vs. a more generalized Customer Success approach?
  • What are the challenges to having more specialized roles within a Customer Success team?
  • What are the benefits of having an Onboarding Specialist role and how does that impact the overall customer experience?

To add this event to your calendar, submit questions for the panelists, or join the live event, visit the CSM Mastermind section of the Learning Platform.

[Replay] CSM Mastermind #8: How does active listening help improve my outcomes in a Customer Success role?

Available on all plans.

CSM Mastermind is a monthly, live online event that brings together CSMs from various backgrounds and industries to share their knowledge about common topics or challenges that CSMs face every day.

November's CSM Mastermind event, How does active listening help improve my outcomes in a Customer Success role?, is now available for replay in the CSM Mastermind section of the Learning Platform.

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