[REPLAY] CSM Mastermind #14 - What are some low touch strategies that help achieve customer success?

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.

June's CSM Mastermind event, What are some low touch strategies that help achieve customer success?, is now available for replay in the CSM Mastermind section of the Learning Platform.

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MoT #40: The Complexities of Business Reviews for Platform Technologies

In our latest Moments of Truth episode (#40), Mike Salazar from Sisense discusses some of the challenges platform technologies face and some best practices to follow to mitigate risk.

Episode #40, “The Complexities of Business Reviews for Platform Technologies” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

MoT #39: The Importance of Understanding Business Metrics for the CS Leader

In our latest Moments of Truth episode (#39), Annie Woo from Procore discusses the importance and different types of business metrics that Customer Success Leaders should understand.

Episode #39, “The Importance of Understanding Business Metrics for the CS Leader” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

Level 3 Management Implementation Guides

Level 3 courses only, Team plan only

We're pleased to announce the rollout of 'Management Implementation Guides' for all Level 3 courses. Each 'Management Implementation Guide' is designed to accompany the corresponding learner course.

While knowledge itself is useful, the successful application of knowledge is where the majority of ROI will be generated from our learning courses. The guide is designed to provide the manager or team leader with guidelines and ideas on how to unlock the full value of their team's learning experience.

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Each guide includes the following types of information:

  • Details on the anticipated Business Impact of each course
  • Suggested Metrics to track and demonstrate the impact
  • Discussion Questions for use by the leader to facilitate group discussions post-training
  • Practical examples of how to operationalize the topics covered in each course

CSM Mastermind #15 - What are the best practices to nail the handoff between Sales and Customer Success?

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, What are the best practices to nail the handoff between Sales and Customer Success?, is scheduled for July 22nd at 11am PT / 2pm ET.

Join our panelists - Michael Buccellato, Enterprise Customer Success Manager at LawGeex; Michael Renahan, Manager, Customer Success at Hubspot; and Angela Huettinger, Senior Customer Success Manager at Box for a discussion on the practical ways you can nail the handoff between Sales and Customer Success such as:

  • When does the handoff process between Sales and Customer Success actually begin?

  • How do you help create a consistent internal communication process and what does that look like in your organization?

  • What types of internal activities or documents are used to share customer information to avoid asking redundant questions?

  • How do you help others maintain a customer-centric point of view throughout the process?

  • How does tracking customer interactions help you find the right balance of CSM touch and automated engagement?

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 #17 - How do I execute a flawless onboarding experience for customers?

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 execute a flawless onboarding experience for customers?, is scheduled for September 23rd at 11am PT / 2pm ET.

Join our panelists - Shari Srebnick, Head of Client Success US at Searchmetrics; Kristi Faltorusso, Vice President of Customer Success at Intellishift; and Yanira Sesniak, Senior Manager Customer Onboarding at Keap for a discussion on the practical ways you can execute a flawless onboarding experience such as:

  • How do you tailor the onboarding process to your customer to make it a more personalized experience?

  • Why is it so important to set and communicate expectations with your customers during the onboarding process?

  • How do you demonstrate the value of using your product to customers?

  • How do you ensure that your customer is achieving milestones throughout the onboarding process?

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.

MoT #38: Stay Out of the Weeds and Be Strategic

In our latest Moments of Truth episode (#38), Marc Ray from Chainanalysis discusses how he keeps his CSMs from getting mired in the day-to-day minutiae & retain the right focus on the short & long term strategy of driving value for customers.

Episode #38, “Stay Out of the Weeds and Be Strategic” is available today in the “Moments of Truth” section of SuccessCOACHING.
Click here to view

CSM Mastermind #16 - What are some strategies to help the product team understand customer needs?

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, What are some strategies to help the product team understand customer needs?, is scheduled for August 26th at 11am PT / 2pm ET.

Join our panelists - Jake Bartlett, Customer Success Manager at Atlassian Statuspage; Bethany Duffrin, Customer Success Manager, Global Enterprise at Cisco; and Audrey Vandenbroeck, Senior Director of Customer Success and Services at Issuu for a discussion on the practical ways you can help the Product team understand customer needs such as:

  • What are some shared touchpoints that the CS team and product team should have along the customer journey?

  • How can you help the product team understand the customer’s desired outcomes?

  • How can CS teams and product teams effectively communicate or share customer feedback, pain points, and usage data?

  • What types of customer-facing activities can the CS team involve the product team in?

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 #13 - How do I effectively manage a CS team through a hypergrowth stage?

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.

May's CSM Mastermind event, How do I effectively manage a CS team through a hypergrowth stage?, is now available for replay in the CSM Mastermind section of the Learning Platform.

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[Replay] CSM Mastermind #12 - How can I effectively handle customer objections?

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.

April's CSM Mastermind event, How can I effectively handle customer objections?, is now available for replay in the CSM Mastermind section of the Learning Platform.

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