Each of the group sessions are recorded. You can listen to a replay of each session within 72-hours of the completion.

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.

The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques - The OODA Loop and SWOT Analysis - can help.

The road to success is littered with problems that need solving and decisions that need making. Overcoming these obstacles is key to bringing value to customers. Explore how two powerful techniques - The IDEAL Framework and 5 Whys Technique can help.

There's a lot to juggle when you're a CSM. Learn to use efficient time management to prioritize the needs of your customers while still attending to daily tasks such as responding to emails, answering calls and attending meetings.

Negotiation skills are critical to being a successful CSM. CSMs need to understand how to negotiate, whether it's for terms during a renewal discussion, or the scope of a project or deployment. Learn the basics of how to effectively negotiate.

Employing empathy is an important aspect of being an effective CSM. In this course, we'll dive deeper into what empathy is, why it's important, and how to effectively apply it to Customer Success.

CSMs live in a world of project management, even if we don’t call it that all the time. Learn how to better frame and manage expectations with customers and colleagues, and apply a project management methodology to your most important activities.

Expectation management and alignment is the key to ensuring that you consistently deliver customer success. In this course, you'll learn a variety of techniques to manage expectations both internally and with customers.

In today's competitive business environment, customer-facing professionals play a crucial role in positioning and selling the value of their company's offerings. This course will provide strategies to sell services and position value effectively.