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خانه » فروشگاه » آموزش مدیریت، بازاریابی و تجارت » آموزش خدمات مشتریان » Smart Tips: Customer Success

Smart Tips: Customer Success

سرفصل های دوره

Quick advice for CSMs to manage, retain, and grow their book of business


1. Introduction
  • 1.1 Customer Success Terminology for Smart Tips.xlsx
  • 1. Instructor Introduction

    • 2. Smooth Sales to Customer Success Handoffs
  • 1.1 Handoff checklist.pdf
  • 1. Setting expectations with sales
  • 2. Clarify the clients expectations
  • 3.1 Customer Match Evaluation framework.pptx
  • 3. When clients arent a good match

    • 3. Preparing for your customer kickoff
  • 1.1 Kickoff Agenda Framework.pdf
  • 1. Create relationships while it is fresh
  • 2.1 Discovery questions.pdf
  • 2. Aligning expectations for kickoff
  • 3. Trust but verify

    • 4. Planning for mutual success
  • 1.1 Mutual Success Plan Template.pptx
  • 1. Good Success Plans start with discovery
  • 2. Identify major detractors early
  • 3. Get commitment for the next steps
  • 4.1 Follow up Checklist.pdf
  • 4. Keep the momentum going

    • 5. When should Customer Success start to engage
  • 1. Let Sales sell
  • 2.1 TTV Infographic.pdf
  • 2. Once the ink is dry, the clock is ticking

    • 6. Discover the 5 stakeholder types
  • 1. Embrace the Execuitve Sponsor
  • 2. The key Point of Contact (PoC) is the key to your success
  • 3. Identify your End Users to ensure use
  • 4. Champions are your secret weapon
  • 5. Dont overlook the Decision Maker

    • 7. Communication planning with your key Point of Contact
  • 1.1 PoC Motivators.pdf
  • 1. Personal and professional goals motivate your PoC
  • 2.1 Mutual Success Plan Template.pdf
  • 2. Build shared accountability through Mutual Success Plans
  • 3.1 Monthly Recurring Meeting Template.pdf
  • 3. How to have efficient recurring meetings

    • 8. Engaging Executive Sponsors
  • 1. Adapt your communication style
  • 2. Asynchronous communication helps you scale
  • 3. Examples of impactful VIP touches

    • 9. Managing Cross Functional contacts at your client
  • 1. Managing managers in a matrixed organization
  • 2. Engaging technical teams
  • 3. Avoiding PITA (Procurement, InfoSec, Taxes, and Attorneys)

    • 10. Amplifying champions
  • 1. Recognize your allies
  • 2.1 Tips for Testimonials.pdf
  • 2. Capturing Champion testimonials

    • 11. Handling Detractors
  • 1. Strategies to overcome naysayers
  • 2. Uncover motivations for haters

    • 12. Low-touch and high-touch strategies for communication
  • 1. How to be efficient with low-touch clients
  • 2. Engaging Decision Makers asynchronously
  • 3. Choosing impactful high-touch touch points

    • 13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)
  • 1.1 Forecasting Overview.pdf
  • 1. The importance of acurate forecasting for CSMs
  • 2.1 NRR Calculator and practice.pptx
  • 2. How to calculate NRR
  • 3. Defining Key Performance Indicators (KPIs)
  • 4.1 NPS Calculator and practice.pptx
  • 4. Calculating Net Promoter Score (NPS)
  • 5.1 forecasting with sales stages for startups with only CRM.pdf
  • 5. Using Opportunity Stages for forecasting (when CS software isnt available)
  • 6.1 Logo churn calculator and practice.pptx
  • 6. Choosing the types of churn to monitor
  • 7.1 Forecasting with churn risk modifiers.pptx
  • 7. Forecasting with common churn risk indicators
  • 8.1 Forecasting with health scores practice.pdf
  • 8. Customizing customer Health Scores
  • 9. Forcasting your book of business using health scores
  • 10.1 Team forecast calculator.pptx
  • 10. The art and science of CS team forecasts, for leaders

    • 14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)
  • 1. Manage risks proactively
  • 2. Acquiring quantitative and qualitative feedback
  • 3. Navigating Execuitive Sponsor changes
  • 4. Strategies for engaging unresponsive customers
  • 5. Managing Product development expectations
  • 6. Mitigating the impact of bugs
  • 7. Managing the impact of system outages (down-time)
  • 8. Addressing territory realignment and CSM changes
  • 9. Navigating your clients organizational changes
  • 10. Dealing with objections and competitors

    • 15. Time Management for Customer Success
  • 1. Balancing proactive, operational, and reactive work
  • 2. Calendar blocking strategies
  • 3. Proactively scheduling proactive work
  • 4. Putting out customer fires
  • 5. Maximizing the benefits of your tools
  • 6. Never fail alone, communicating with your supervisor

    • 16. Working cross-functionally in a SaaS company
  • 1.1 Product requirements gathering framework.pdf
  • 1. Asking the right questions to present product ideas
  • 2.1 Prioritizing feature requests framework.pdf
  • 2. Prioritizing clients feature requests
  • 3. Advocating for the Voice Of the Customer (VoC)
  • 4. Amplifying your happy customers
  • 5. Directing customers to support
  • 6. What to do when clients dont pay
  • 7. Navigating internal executive relationships in start-ups

    • 17. Conclusion
  • 1.1 www.recastsuccess.com.html
  • 1. Thank you. Revisit this course any time to find a tip when you need it.
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    تولید کننده:
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    شناسه: 12328
    حجم: 1629 مگابایت
    مدت زمان: 88 دقیقه
    تاریخ انتشار: ۲۸ اردیبهشت ۱۴۰۲
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    139,000 تومان
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