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.

Effective CSMs don't simply react adhoc to the environment around them, instead they build structure and take back control. Learn how to design your own personal workflow engine that runs smoothly and drives predictable results.

Regular customer engagement is one of the key tenets of Customer Success, but is often hard to achieve. Learn how to build an engagement strategy that is flexible enough to accommodate varying workloads and the unpredictable needs of customers.

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.

One of the best ways to understand our customers, their needs, and their desired outcomes is to practice active listening. In this course, we'll provide you with best practices and exercises to improve your ability to actively listen.

When designed and used intelligently, segmentation can be a powerful ally. Learn how to apply segmentation strategies to different parts of your role and, by doing so, deliver more impact to customers with less work effort.

Storytelling is part of human nature and is a valuable tool in business. Learn to use storytelling to place your customer front and center, and demonstrate how your product or service can help them accomplish their goals.

As CSMs, we can't force our clients to make users engage and adopt the product, or exploit the most powerful functions our product has to offer. What we do have is the ability to influence the many stakeholders we engage.

We’ll explore some practical tools for better understanding a customer’s reasons for leaving and taking those learnings to prevent future churn. We’ll also give some tips on making the churn experience smooth and professional for the customer.