This module covers the key components of customer success, or CS, including how CS fits into SaaS, membership, and service-oriented models—businesses that depend on long-term relationships to maximize customer lifetime value. Learn how it’s different from customer support, what makes a successful CS sales professional, and how to align CS with the larger organization.

This module covers the importance of professional branding, how to become a trusted advisor for your customer and build relationships with them. 

This module covers:

Step 1: Customer Success Management Fundamentals
Step 2: Business Fundamentals
Step 3: Engagement Preparation Best Practices
Step 4: Onboarding and Adoption Best Practices
Step 5: Value Realization Best Practices
Step 6: Engagement Evaluation Best Practices
Step 7: Avoiding Common Pitfalls in Customer Success Management

This module covers soft skills in depth, sharing strategies that can help salesperson bolster their emotional intelligence and communicate more effectively with prospects. It includes some of the most essential skills like how to developed executive presence, emotional intelligence, communicating with charisma, decision-making skills, managing accountability, commitment, managing conflicts and difficult clients.

This module covers the essential business etiquette needed for wiring an email, text message, or sending a voicemail. It starts with an email, explaining everything from setting up signatures to striking the right tone, how to best use autoresponders, acknowledge receipt of an email, and follow up on unanswered emails. Next is the text etiquettes, including what and what not to say in a text message. Finally, covers phone etiquette, including proper greetings, voicemails, out-of-office messages, and essential phone behavior.

This module covers the techniques to gather the information of the accounts through LinkedIn search, questioning techniques to narrow down on end objectives, condition of satisfactions, consulting foundations and managing customer feedbacks during and after implementation.

This module explains how to develop a customer retention strategy that helps to keep customers loyal and to maintain the relationship with them. It also includes key ingredients for customer retention, including how to make customer follow-up meaningful, memorable, and personal.

This module explains how to work in the matrix organization, manage matrixed employees, excel as an employee in a formal or informal matrix, and capitalize on the unique opportunities that a matrix offers, including the ability to reach a larger network. It also teaches how to develop, launch, track a high-performing cross-functional sales team, how to work effectively in the virtual team and communicate within the team. 

This module explains how to renew and expand the existing accounts, how to cross-sell and upsell the account for further sales, and how to do the forecasting of the renewals account.