MoT #17: The Evolving Success Plan

Target Release: 9/19/19

Solo & Team Plans (except Launch).

In our latest Moments of Truth episode (#17), Nimesh Mathur from Pluralsight talks about the evolving and changing nature of a Success Plan as the customer journey and objectives change over time.

Episode #17, “The Evolving Success Plan” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

MoT #16: Active Listening Skills For Customer Success

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#16), Gavin Cummings from OverOps talks about one of the most important aspects of customer success, active listening skills.

Episode #16, “Active Listening Skills For Customer Success” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

MoT #15: SMART Objectives and the Customer Journey

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#15), Sherrod Patching from Leadspace discusses the importance and value of using the SMART framework for driving and navigating the customer journey.

Episode #15, “SMART Objectives and the Customer Journey” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

Learner Workbooks

Level 1 courses only, Solo & Team plans.

As we continue to upgrade our existing modules, we're excited to roll out 'Learner Workbooks'.

Learner Workbooks serve as both a learning aid and a resource for you to refer back to after you've completed each module.

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

Screen Shot 2019-05-03 at 3.39.17 PM.png

MoT #14: Team Collaboration & Communication

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#14), Chris Nelson from O’Reilly Media discusses how collaboration within the customer success team and with internal stakeholders helps provide for a more positive customer experience.

Episode #14, “Team Collaboration & Communication” is available today in the “Moments of Truth” section of SuccessCOACHING. Click here to view

CSM Mastermind #4: What is the best way to build long-term trusted advisor relationships with my most important customers?

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.

August's CSM Mastermind event, 'What is the best way to build long-term trusted advisor relationships with my most important customers?', is now available for replay in the CSM Mastermind section of the Learning Platform.

Screen Shot 2019-08-26 at 2.09.14 PM.png

Our next live CSM Mastermind call will take place in September and details will be published soon.

MoT #13: Dealing With Angry Customers

Solo & Team plans (except Launch).

In our latest Moments of Truth episode (#13), Alix Harris from PandaDoc discusses some of her experiences and recommendations on dealing with angry customers.

Episode #13, “Dealing With Angry Customers” is available today in the “Moments of Truth” section of SuccessCOACHING.. Click here to view

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