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Just the FAQs


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 14 days of the course starting, let us know and we'll refund your money straight away. Refunds cannot be issued after your initial 14 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.


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