December Level 1 CSM Training Course
December Level 1 CSM Training Course
Course Dates: December 27, 2018 - March 21, 2019
Learn a systematic approach to delivering Customer Success and the practices top CSMs use to gain control of their time, capacity and Customer Success.
Looking to expand your knowledge of Customer Success best-practices? Trying to land your first Customer Success job?
Learn the skills you need to unleash your potential as a CSM!
We teach you a proven, systematic approach to Customer Success Management that will help you reduce churn, increase user adoption and enable you to deliver more customer renewals.
You’ll walk away with:
- Professional knowledge of the foundational practices that power and drive Customer Success.
- The organizational skills to construct Success Plans that deliver the customers desired outcomes.
- The overall knowledge necessary to understand the major components of the customer lifecycle and how they impact success.
- The ability to handle challenging customer situations.
- An industry recognized Certification.
This Course Will Teach You:
- How To Drive Increased Customer Lifetime Value
- A Consultative Approach To Customer Success
- The Key Disciplines Of Execution
- Top Strategies For Handling Escalations
- Crucial Tactics For Handling Tricky Customers
- The Key Customer Success Metrics for CSMs
- The Key Components of Customer Success
- How To Think Like Your Customer
- The Core Principles Of Effective Onboarding
- A Proven Success Planning Methodology
- How To Deliver Effective Business Reviews
- Strategies For Re-Engaging Disengaged Customers
CSM Training Level 1 Curriculum
Week 1 | Customer Success Key Concepts
Where did Customer Success come from and what is involved in it's delivery? You'll get the full story. You'll learn the technological and business drivers behind the evolution that lead to the transformation of the post-sales client services organization into customer success. We'll also cover the various key elements that a scalable Customer Success program is composed of and how they impact you as a CSM.
Week 2 | Thinking Like a Customer
It's easy to say you're 'customer centric', but much harder to actually walk the walk. You'll learn what customer-first thinking looks like, and get some practical tactics that you can apply right away to increase your customer-centric thinking.
Week 3 | Principles of Effective Onboarding
Start off on the right foot. You'll learn about the key principles and practices of onboarding. We'll discuss the key activities and you'll learn how to get your customer's started using your product the right way.
Week 4 | Success Plan Development and Execution
Customer Success is a journey. And, the road to Success is always under construction. You'll learn what goes into the creation of a Success Plan. You'll come away with the knowledge and skills to develop and execute a Success Plan that delivers.
Week 5 | Effective Business Reviews
Success is about always making sure that you’re delivering value with every customer interaction. You'll learn what a Business Review is and how to make your next one a success. You will learn the complete process step-by-step and will come away with the recipe for creating a Business Review that delivers value.
Week 6 | Re-Engaging Disengaged Customers
Never wonder again what you should do when a customer goes 'dark'. You’ll learn how to recognize a disengaged customer and discuss some common reasons why customers might drop off the radar. We’ll then share some practical tips on how to re-establish a line of communications in a way that doesn’t compromise or devalue your relationship with them.
Week 7 | Managing Accounts To Drive CLTV
Managing your accounts is more than just Success Plans and QBRs. You'll learn advanced strategies and techniques for managing your accounts. You'll be introduced to an expanded set of account planning tools and templates that will enable you to establish the right relationships with the right stakeholders and aid you in becoming a trusted advisor.
Week 8 | Taking A Consultative Approach
Learn to go deeper with your accounts and uncover the opportunities that you've been missing. Taking a consultative approach will help you establish a trusted advisor relationship with your key stakeholders. Learn how to apply the consultative approach to understanding and connecting business needs with your solution so you can deliver the outcomes your customer needs.
Week 9 | Execution and Follow-Through
Strategy and process are great, but executing and managing expectations is where the 'rubber meets the road'. You'll learn how to get focused and execute like a champ. You'll develop a deeper understanding of the most important aspects of execution, follow-through and expectation management.
Week 10 | Escalations and Ownership
How you address issues and handle expectations make a huge difference in how you’re perceived by your customers. Learn how you can take ownership of your customers in the right way, and navigate both internal and external escalations.
Week 11 | Handling Tricky Customers
I want it all, and I want it yesterday! Customers come in a variety of shapes, sizes and styles, you'll learn how to profile your different customer types and the keys to how to work best with even your trickiest customers and the situations they present.
Week 12 | Understanding Customer Success Metrics
If you want to achieve it, you better put a number on it. Ever wondered how to calculate CLTV (or what it even is)? You're going to learn all about the key metrics that you will hear about regularly. You'll learn what they mean and how to calculate them.
Become a Certified CSM in 12-Weeks
At the end of the CSM Coaching course student are given the opportunity to earn their Level 1 Customer Success Manager Certification. Our rigorous CSM certification examination assesses your understanding of the best-practices, methods and strategies that you need to know in order to be able to deliver the outcomes that customers demand and that companies count on.
Becoming a great CSM is a lifelong journey, attaining your Level 1 Certification is a great first step. Earn your certification and display it as a digital certificate and badge on your LinkedIn profile to demonstrate your professional development and commitment to delivering the best outcome possible for your customers and company.
Answers to Commonly Asked Questions
Do you offer a Money-Back Guarantee?
If you don't feel that you are getting the value we promise within 30 days of the course starting, let us know and we'll refund your money straight away. Refunds cannot be issued after your initial 30 days on the program.
What types of payment do you accept?
Currently we accept Visa, Mastercard, American Express, Diners Club, JCB, Discover and ACH. We do not accept PayPal. At this time we only accept payments online so we will not be able to accept a P.O., invoice you, or take an order over the phone.
What makes the CSM Coaching program different from other CSM/Customer Success training courses?
What sets the CSM Coaching program apart is the combination of training and coaching. No other program on the market invests as much time in working directly with you. We not only teach you the best practices, methods and practices, we also coach you through any challenges that you experience when utilizing them in your environment. We want you to succeed and we spend the time with you to make sure that you do.
How much of my time is this going to take per week?
The time commitment for this program is expected to be approxiately 2-3 hours per week. There will be reading and exercises for you to complete which may require further time to be dedicated depending on your skills with the related materials.
Will I still have access to the materials after the program?
Yes. Once the program is completed you will retain access to the learning materials that were shared via our Learning Management System. You will also be able to continue to leverage the private space created for your cohort in the OUTCOMES Community.
How do the Group Coaching Sessions work?
The group coaching sessions are staffed by at least one member of the Coaching team. You can participate by joining a live conference call where you can ask questions or just listen in. We expect most of the discussion to be focused on the content distributed for the topics presented that week, but we will also provide advice and guidance to program members on related topics or challenges.
How many participants can be in the program?
Each cohort in the program is limited to 50 students to guarantee the best possible outcomes. Our experience shows us that people learn best in small to medium-sized groups. We have found that limiting the number of participants to 50 enables the group to build relationships with fellow students as they study without making meeting everyone overwhelming.
Will the participants be able to interact with one another?
Participants will have access to a private space on OUTCOMES Community and we encourage that participants interact with one another. This is not just about us speaking at you. We want you to interact with each other and help each other when possible. That space will remain beyond the completion of the program in 'Alumni' status.
I'm an experienced CSM, is this program for me?
Which of our courses you choose to enroll in depends on you and where you are at in your personal development.
The CSM Coaching program offers progressive levels of training and certification in Customer Success Management, from beginning (Core - Level 1) through advanced practices (Strategic - Level 3). As a participant in these programs you will gain the knowledge and skills you need to understand and actively deliver Customer Success to your accounts.
The Level 1 and Level 2 of the CSM Coaching program have been designed to provide people who are considering a career as a CSM, as well as CSMs with less than 3 years of experience, with the skills they need to thrive in their role.
While we have found that much of the material in Level 1 and Level 2 is useful to even more experienced CSMs, especially the Advocacy, Consultative Approach and Effective QBRs/EBRs portions of the curriculum, we are adding a Level 3 to the program soon to address senior CSMs.
Will work pay for this?
If your company has an education benefit or assistance program, you can definitely use that benefit to attend the CSM Coaching Program. We have had entire teams use that exact strategy to join the program and work through it as a team.
Why can't I just read blog posts and become a better CSM?
The CSM Coaching program was designed to get you better results based on a structured program and approach. We provide you with a proven course of study and hold you accountable for putting what you learn into action after every week. Sure, you could read 100's of blog pages and try to Google your way to greatness, but how much extra time do you have in your week?
The CSM Coaching program covers far more ground than any blog posts or podcasts out there and we not only teach you, we coach you on how to use it. Sure you can Google topics and pull together lots of info, but there's no replacing the aid you get from a coach with 750 words of general advice.
We believe that the CSM Coaching program is the most comprehensive program. When it comes to growing your skills, you can always choose to DIY, but if you want rapid results the CSM Coaching program is going to give you the highest return on your time invested.
30-Day Money-Back Guarantee.
Try the CSM Coaching Program for 30 days, 100% risk-free!
If you think the CSM Coaching Program might be the right investment for you and your career, don’t be afraid to pull the trigger today.
What happens if the program doesn’t work for me?
If you're unhappy with the program for any reason in your first 30 days, simply email us and we’ll give you a full refund.
Our aim is to ensure that you get the knowledge and advice that you need to become the CSM you know that you can be. If this program doesn’t work for you, then we haven’t done our job well and we haven’t earned your money.