CSM Outcomes To Frameworks

SUCCESS METHODS

 

The Success Methods Academy provides training for Customer Success focussed individuals and organisations seeking to accelerate their effectiveness.

Customer Success Management : Public Course

Logistics (October) : 3rd-4th December 2019 / 4th-5th February 2020, WeWork, 125 Kingsway, Holborn, Central London

Duration : 2 days

Audience : Customer success professionals.

Booking : Please contact us for booking details.

Course Overview

A two day course designed to equip attendees with the skills and knowledge needed to excel in their customer success role. 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 best practices for every situation.

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 again as you continue to build your success framework during these two vital sessions. The day finishes with a focus on how everything comes together in the form of a day in the life of a CSM which includes discussions on handling difficult conversations, the use of EBRs and Success Plans and the vital skill of habit formation.

After the course you’ll be able to take advantage of a 1 hour private coaching call, to be used for whatever is on your mind, and 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 Customer Success Management : Outcomes To Frameworks.

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
  • EBRs and Success Planning
  • Managing difficult conversations
  • Using the tools of habit formation to help embed new behaviours
  • An executable framework that structures all of this learning to help you master the material

Customer Feedback

I am extremely impressed and would recommend this course to anyone interested in employing Customer Success in their company or their role.

Sophie Harris-Edmond

Customer Success Manager, Firmstep

I would recommend that you take this course to ensure you and your business have a true understanding of the role and the benefits it will deliver to the customer base.

Frank Sims

Head Of Customer Success, iCabbi

Day One – Interactive Agenda

09:00 – 09:15

Registration

Arrive between 9:30am and 9:45am for registration.

09:15 – 10:00

Customer Success Introductions

Get to know your teams mates in a relaxed and enjoyable team game. Discuss your expectations and take a few minutes to introduce yourself to your fellow attendees.

10:00 – 10:45

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.

10:45 – 11:00

Break

15 minutes to check in at work or relax.

11:00 – 12:45

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.

12:45 – 13:30
Lunch

Join your fellow attendees and your instructors for a tasty lunch served in our private room at Stapleford.

13:30 – 14:45

Core Responsibilities Of A CSM Function

The responsibilities of a CSM function 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 CSM 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.

14:45 – 15:00

Break

15 minutes to check in at work or relax.

15:00 – 16:15

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.

16:15 – 16:30

Break

15 minutes to check in at work or relax.

16:30 – 17:45

Putting It All Together : Your Success Framework

In this final part of day 1 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. If you are looking for your first role in customer success or working for a company that is yet to formalise their success framework this session gives you ready made tools to deploy as soon as you get back to work. 

If your company already has a framework deployed this session will help you to understand all the moving parts and why they matter. We also expect it will give you additional ideas and approaches to take back to help improve the framework you use currently.

17:45 – 18:00

Customer Success Quiz - Day 1 Recap

Recap of the day in the form of a quiz. Taking part in your teams we’re expecting 100% on this from every table!

18:00

Close

The end of day one.

Day Two – Interactive Agenda

09:00 – 09:30

Tea, Coffee & Customer Success Quiz - Answers

The answers to the customer success quiz are revealed.

09:30 – 11:15

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.

11:15 – 11:30

Break

15 minutes to check in at work or relax.

11:30 – 13:00

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.

13:00 – 13:45

Lunch

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

13:45 – 14:45

Managing Your Customer For Success - Part 2

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

14:45 – 15:00

Break

15 minutes to check in at work or relax.

15:00 – 16:15

A Day In The Life Of A CSM - Part 1

The closing session which pulls together the material from the two days enabling you to build a plan to utilise the content at your company taking an outcomes based approach to customer success. Includes materials and discussions on handling difficult conversations, habit formation, managing churn and designing and running EBRs.

16:15 – 16:30

Break

15 minutes to check in at work or relax.

16:30 – 17:30

A Day In The Life Of A CSM - Part 2

The closing session which pulls together the material from the two days enabling you to build a plan to utilise the content at your company taking an outcomes based approach to customer success. Includes materials and discussions on handling difficult conversations, habit formation, managing churn and designing and running EBRs.

17:30 – 17:45

Close

A few final words on our post course resources including our private LinkedIn group for ex-attendees and how to use your follow up 1:1 coaching session.

FAQ

What happens if I can no longer attend?

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

Can I bring a friend?

As one of our key objectives is to enable you to learn from and build relationships with our other attendees we limit a company to 2 places per course. Courses run on a frequent basis.

 

What happens before the course?

All course materials, pre-work (limited we promise) and logistics details will be available to attendees from two weeks before the course commences. This allows you time to prepare and make any necessary arrangements for travel / diet etc.

What happens after the course?

All attendees have the option to join our private LinkedIn group where we continue the conversations started during the course. We also include a hour of coaching for each attendee to be used within 30 days of the course ending.

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