Where did Customer Success come from and what is involved in its delivery? In this course, we'll cover the various key elements that a scalable Customer Success program is composed of and how they impact you as a CSM.

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.

Let's 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 customers started using your product the right way.

Customer Success is a journey and the road to success is always under construction. Learn the benefits of a strategic approach to account planning and come away with the knowledge and skills to develop a Success Plan that delivers.

There is real value in creating and efficiently executing a plan. You'll learn how to effectively execute Success Plans that fit the unique needs of your customers and helps drive value.

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.

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.

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.