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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