The Art of Customer Success

Want your CSMs to reach higher into the organization? To deliver better QBRs? To make better retention and expansion forecasts?

The Art of Customer Success is designed for Customer Success Managers (CSMs) and focuses on a strategic, consultative approach to account management. Each participant should bring a current customer challenge for use in the role plays and exercises.

  • The Basic Action Workflow (an intuitive and powerful tool to understand customer interactions)
  • The strategic approach to account management
  • Effective communication skills face-to-face, over the phone, and electronically
  • Making successful commitments
  • Saying no
  • Customer styles
  • Presentation skills
  • Negotiating with customers and with internal contacts
  • Time management
  • The workshop as described is two days long, but can be shortened depending on your specific requirements.
  • We customize each delivery to suit your exact needs.

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