For Your Company : CSM Outcomes To Frameworks

Course Overview

A two day course designed to equip attendees with the skills and knowledge needed to fully understand customer success management and their role in delivering this for their customers . The course is highly participative in nature and utilises our C.O.M.E.T. methodology to give attendees the tools and knowledge needed to understand, create, operationalise and maintain all aspects of a complete customer success approach.

On day one we review the purpose and history of customer success management and look in depth at the outcomes a customer success function should deliver, how these should be measured, the core responsibilities of a customer success team and how to align all of these elements using C.O.M.E.T. into a coherent framework complete with specific interventions for every situation. We make extensive use of workshop sessions, focussed on your company’s solutions, which helps drive consistency and alignment across the attending functions of the outcomes and objectives of your focus on customer success.

On day two we cover the importance of aligning your entire organisation around a focus on customer success and introduce the key elements of managing your customer for success including change management, the importance of sponsorship and the key principles of governance.  C.O.M.E.T. features heavily again as you continue to build your success framework during these vital sessions. The day finishes with a focus the soft skills required to handle difficult conversations. Once more we make extensive use of workshop sessions, focussed on both your company’s internal alignment and your management of customers for success, which helps drive consistency and alignment across the attending functions on the way you work internally and with your customers.

After the course you’ll be invited to join our private LinkedIn group for past attendees where you can continue to share with and learn from your fellow attendees. 

We have included attendee feedback, a detailed agenda and an FAQ below to give you more details on the experience you will have attending this training course.

What We Cover

Our customer success management training covers a wide range of topics including:

  • Why customer success is so critical in today’s SaaS environment
  • How to identify where your company sits in its own customer success evolution
  • The customer success value hierarchy and why it’s no longer enough to be talking about adoption
  • Why a focus on outcomes is so critical in customer success and what makes for a great outcome
  • How to ensure responsibilities are correctly aligned for customer success across your company
  • Customer journeys and their importance
  • The use of KPIs and those that are most critical to your employer and to your customer
  • How to design appropriate best practices to deliver every outcome
  • How to design appropriate engagement models for every customer and segment
  • The importance of renewals, expansion revenues and advocacy to your employer
  • The fundamentals of change management and how to plan it into your CS strategy
  • The fundamentals of stakeholder management and how to plan it into your CS strategy
  • The fundamentals of good governance and how to plan it into your CS strategy
  • The core client personas you will encounter and how to better manage them
  • How to align your employer around a focus on customer success
  • Why customer success should be a philosophy, not a function
  • Understanding why conversations appear to be or are difficult
  • Numerous techniques to help you manage these difficult conversations
  • An executable framework that structures all of this learning to help you master the material
  • Workshop sessions throughout the two days focussed on your company’s solutions and ways of working

Course Logistics

Location : At your premises

When : By arrangement

Duration : 2 days 

Audience : A cross functional team from your organisation / your CSM team.

More Information : Please contact us on enquiries@successmethods.uk or by phone on +44 7850 120386 for further details.

Certification : All attendees will receive a certificate of course completion from the Success Methods Academy.

Customer Feedback

Such a great course for any Customer Success professional! Ian and Matt start by taking you through how to form your own Customer Success Framework and then follow this up with practical tools which arm you to bring it to life!

Odette Borsten

SVP Customer Success Services, Alterian

Ian & Matt have created training that is not only informative but vital if you are serious about deploying or fine tuning a Customer Success strategy. They transform an often misunderstood philosophy into a tangible and ready to deploy methodology.

Andrew Mees

Customer Success Manager, Arkk

Day One – Interactive Agenda

09:30 – 09:45

Introductions & Course Overview

Arrive by 9am ready to begin with introductions, expectations and an overview of the two days to come.

09:45 – 10:15

Benchmarking Customer Success

Setting the scene with some important context we start with a very brief look at the history of customer success as a function.

We then review the definition of customer success, review the objectives of a customer success team and look at the phases a typical organisation moves through as it matures. We’ll discuss each of these, you’ll be able to benchmark your organisation against this definition and finally we’ll assist you to determine where you are in your customer success evolution.

10:15 – 10:30

Break

15 minutes to check in with work or relax.

10:30 – 12:15

The Outcomes Of Customer Success

Customer success done well leads to high renewal rates, high expansion rates, and customer advocacy. However it’s driving customer satisfaction and the value realised by your customers that produces these outcomes.

In this session we examine all five of these key outcomes and start working with our C.O.M.E.T. methodology to begin building out the value realisation part of your customer success framework.

12:15 – 13:00
Lunch

Join your fellow attendees and your instructors for a tasty lunch.

13:00 – 14:30

Core Responsibilities For Customer Success

The responsibilities of an organisation should align to the outcomes it is expected to produce. In this session we take a deep dive into what you should be doing, when and for whom as a customer success focussed team.

Each responsibility is then examined in the context your agreed customer outcomes to ensure you have the right alignment between your role definition and the results you are expected to produce.

14:30 – 14:45

Break

15 minutes to check in with work or relax.

14:45 – 16:30

Measurement & KPIs

In this session we answer the question : “How do we set, track, report on and manage all the correct KPIs for customer success?” Using our C.O.M.E.T. methodology you will once again work with our supplied templates to apply the theory taught in this session to your own company further developing your take-away materials.

16:30 – 16:45

Break

15 minutes to check in with work or relax.

16:45 – 17:30

Customer Success Pub Quiz

Recap of the day in the form of a pub quiz with some general knowledge thrown for good measure. Taking part in your teams we’re expecting 100% on this from every table!

17:30

Day One Close

Day Two – Interactive Agenda

09:00 – 09:15

Customer Success Pub Quiz - Answers

The answers to the customer success pub quiz are revealed.

09:15 – 11:00

Putting It All Together : Your Success Framework

In this first part of day 2 you’ll again use our C.O.M.E.T. methodology to assemble all the elements from the previous three sessions into an over-arching framework for customer success.

11:00 – 11:15

Break

15 minutes to check in with work or relax.

11:15 – 12:30

Aligning Your Organisation For Customer Success

Customer success starts with market fit and product design and goes right through the company all the way to the renewal and expansion conversations.

In this session we take a detailed look at all the things an organisation needs to do and focus on to fully engage in customer success.

12:30 – 13:15

Lunch

Join your fellow attendees and your instructors for another tasty lunch.

13:15 – 14:15

Managing Your Customer For Success - Part 1

Over the course of this session and the next we will cover three key topics for customer success functions: stakeholder management, governance and change management. Using C.O.M.E.T. we’ll examine their importance as part of a customer success framework and provide you with practical skills to enable you to deal with the most common challenges you will face in each of these areas.

14:15 – 14:30

Break

15 minutes to check in with work or relax.

14:30 – 15:30

Managing Your Customer For Success - Part 2

Continuing the previous session we’ll finish off our work on stakeholder management, governance and change management.

15:30 – 15:45

Break

15 minutes to check in at work, relax or explore the grounds.

15:45 – 16:45

Difficult Conversations

Being able to successfully navigate difficult conversations is a key skill. This session will cover how to prepare for and have the hard discussions, some tips on handling curve-balls and a look at some of the key theory that explains why we often find ourselves in dis-agreement.

16:45 – 17:00

Closing Remarks

A few final words on our post course resources including our private LinkedIn group for ex-attendees.

FAQ

What happens if we need to cancel?

Success Methods Academy operates a cancellation policy that we believe fairly balances the risks and costs of cancellation for both parties. Full details of our cancellation policy are provided at time of booking.

Can we have more than 8 attendees?

While we believe 8 is an optimum number of attendees for this course and is sufficient to allow for representation from across the company for larger teams we are able to discuss how a greater number of attendees can be involved.

 

What happens before the course?

All course materials, pre-work (limited we promise) and logistics details will be provided to attendees before the course commences. This allows you time to prepare and familiarise yourself with the course contents.

What happens after the course?

All attendees have the option to join our private LinkedIn group where we continue the conversations started during the 2 days of the training course. In addition we are able to provide follow-up services should those be requested.

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