Customer Success Training

The Customer Success movement has grown exponentially from being a niche corporate discipline just a few years ago to today, where it is at the very core of some of the world’s leading businesses.  Demand for Customer Success Managers (CSM) is also on the rise; LinkedIn recently placed it 3rd on the “Most Promising Jobs and In-Demand Skills" of 2018 (up from 19th in 2017).  

What does it take to be a leading CSM and how can you ensure that you are helping your client achieve maximum ROI from using your solution?  The Customer Success training course from CSM Insight will develop and enhance your skills so that you can successfully manage your base of accounts and providing the tips that will result in high retention rates and growth.  

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Training Topics Include:

Customer Success Fundamentals

• Evolution of Customer Success
• What is CS all about?
• The Critical CS Metric
• Qualities of the best CSMs
• 10 Commandments of CS

CSMs along the Customer Journey

• New Customer Acquisition
• Customer Launch
• Nurture
• Renewal
• Growth

Driving the Internal Relationship with:

• Sales
• Product
• Marketing
• Support
• Back-office functions

Increasing Client Empathy & Understanding

• Understanding your customers world; be a partner not a vendor
• Building client knowledge
• What Clients are looking for in their CSM

Calculating Good / Bad Fit Client DNA

• Identifying critical customer characteristics (i.e. their DNA)
• Using DNA to predict future behaviour (e.g. growth/churn)
• Improve future sales pipeline

​​Learning Lessons from Churned Customers

• Understanding the underlying reasons behind all churn
• Accurately classifying churn
• Using the lessons of the past to help avoid future churn

Overcoming Common CSM Obstacles

• Increasing customer adoption
• Dealing with customer apathy
• Client request overload
• Dealing with difficult customers
• Fear of the unsolicited outreach

The Customer Success
Equation

• How Customer Success can be defined as a mathematical equation

Future Trends &
Wrap Up

• Future evolution of Customer Success
• Customer Success 2.0
• Essential skills of the future CSM
• Key Take-aways

Ready to get started?

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What Customers are saying...

“CSM Insight delivered a fantastic two-day training course that really helped our teams understand how they can help maximise customer value. We already have started to see some impressive results and would recommend the course to anyone wanting to build a world-class CS organisation” 
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Tomika Rogers, Director of Customer Success & Support, Gordian

Read the Case Study

"Last week Adam Joseph from CSM Insight held a two-day workshop with our Customer Success team to help us bring even more value to the thousands of SEOs and Digital Marketers who trust us every day. Thanks again for sharing your energy and passion for CS with us, Adam!"

Nabil Dabbagh, Global Head of Customer Success, DeepCrawl

"Adam impressed us with how quickly and easily he understood our business.  It's obvious he deeply cares about his customers and his work.  

He has an excellent ability to read people and adapt his training and communications for their needs.  Even months after Adam worked with us, I hear his name and his teachings mentioned weekly by members of my team. The training formed a great base for new members of our Customer Success team and helped the more experienced members prioritise the next steps".

Mollie Luckhurst, Head of Customer Success, BridgeU

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