MoT #12: The Guided Journey to Internal Onboarding

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#12), Bonnye Hart from ThinQ applies the concepts of mapping and operationalizing a customer journey to the internal onboarding of new employees.

Episode #12, “The Guided Journey to Internal Onboarding” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

MoT #11: Leveraging Benchmarking to Drive Adoption

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#11), Michael Fluvio from Procore discusses how benchmarking can be used to drive the discussion and actions around adoption.

Episode #11, “Leveraging Benchmarking to Drive Adoption” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

MoT #10: Change Management and Customer Success

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#10), Shari Srebnick from Searchmetrics talks about how driving adoption and customer value realization is an exercise in change management and approaching it any other way is the folly of fools.

Episode #10, 'Change Management and Customer Success' is available today in the 'Moments of Truth' section of SuccessCOACHING. Click here to view

CSM Mastermind #3: How can I better understand and track progress towards my customers’ desired outcomes?

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.

July's CSM Mastermind event, 'How can I better understand and track progress towards my customers’ desired outcomes?', is now available for replay in the CSM Mastermind section of the Learning Platform.

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Our next live CSM Mastermind call will take place on August 21st at 2pm ET, and we’ll be discussing the best way to build long-term, trusted advisor relationships with the most important customers.

You can also find details on how to join this next live call within the CSM Mastermind section.

MoT #9: Adding Customer Success to an Existing $250M Business

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#9), Will Toms from Rimini Street discusses how to work through the challenges of adding a customer success function, process, and systems to an existing $250M revenue run rate business.

Episode #9, “Adding Customer Success to an Existing $250M Business” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

Learner Reporting

Team plans only (Manager Roles only).

We know the important role that training provides in professional development, but we also know how hard it can be to prioritize the time to invest in training initiatives.

That's why we're excited to announce Learner Reporting, a brand new reporting suite for CS Team leaders.

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Learner Reporting has been designed to help leaders stay on top of their team's training activity. Using a series of purpose-built dashboards, leaders can better understand learner progress, identify and reward top-performing learners, and help disengaged learners to re-establish momentum.

With this enhanced visibility into the learning journey, managers will be able to create even better learning outcomes for their teams and maximize the return on their training investment.

Key features of Learner Reporting include:

  • Learner progress per course
  • Total hours of learning completed by month
  • Team and individual learner activity tracking
  • Most active and least active users
  • Exam results and certification status

This powerful new reporting functionality is available immediately to managers who have subscribed to the Team Launch or Team plans.

To learn more, check out this video introduction to Learner Reporting.

MoT #8: CS Focus Areas for Early Stage Startups

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#8), Lauren Hayes Brown from BloomAPI discusses the key operational aspects leaders should focus on when building out a Customer Success organization with an early stage company.

Episode #8, “CS Focus Areas for Early Stage Startups” is available today in the 'Moments of Truth' section of SuccessCOACHING. Click here to view

MoT #7: Accountability is a 2-Way Street

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#7), Nimesh Mathur from Pluralsight discusses how holding customers accountable plays an important part in driving customer outcomes and creating a positive customer experience.

Episode #7, 'Accountability is a 2-Way Street' is available today in the 'Moments of Truth' section of SuccessCOACHING. Click here to view

Learning Checkpoints (Lv.2)

Level 2 courses only, Solo & Team plans.

We previously announced the introduction of ‘Learning Checkpoints’ to our Level 1 courses. In this release, we're delighted to extend these helpful learning aids to all Level 2 courses as well.

As a reminder, Learning Checkpoints are in-flow module quizzes that test the learner on information covered in recently-watched lessons. These quizzes are multiple choice and the learner is presented with a score at the end, together with an explanation of the correct answer for any questions answered incorrectly.

There is no specific pass mark, but each Learning Checkpoint must be completed in order for you to proceed to the next lesson. Scores and answers are recorded and may be shared with your line manager (TEAM plans only).

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MoT #6: Structuring Your CS Team for Efficiency & Scale

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#6), Susan Tran from Spoke discusses how to effectively scale at an early stage, while managing and addressing the needs of all customer segments.

Episode #6, 'Structuring Your CS Team for Efficiency & Scale' is available today in the 'Moments of Truth' section of SuccessCOACHING. Click here to view

No published changelogs yet.

Surely SuccessCOACHING will start publishing changelogs very soon.

Check out our other public changelogs: Buffer, Mention, Respond by Buffer, JSFiddle, Olark, Droplr, Piwik Pro, Prott, Ustream, ViralSweep, StartupThreads, Userlike, Unixstickers, Survicate, Envoy, Gmelius, CodeTree