Managing and account portfolio
Participants will learn how to manage an expanding account portfolio and understand approaches to segmenting their account base, identifying high , medium and low touch accounts, leveraging relationships in Sales and Support and managing time . Onboarding strategies and the basics of Alerting using Customer Success software to help effectively manage accounts.
Effective business reviews ( xBRs)
Review meetings as a Customer Success process step. Planning for value add for you and your customer. Effective meeting agendas and avoiding common pitfalls. Post xBR activities and building value and trust at every interaction.
Customer Success Goals, delivering value and Success Plans
Participants will learn how to capture customers success goals. Success plans and advocacy requests tied to success milestones. Buying centre /stakeholder value expectations, using the Business review to articulate value internally and externally.
Managing and engaging Internal stakeholders
Participants will learn about the opportunities to leverage internal stakeholder groups to maximize customer success outcomes. Aligning with and handing over from Sales, Support Leverage, Feedback insights to product development.
Risk Assessment and mitigation
Participants learn about identifying and managing typical risk factors at key stages along the Customer Success process. Practical examples of things to watch out for at each stage and how to go about managing that risk.