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.

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.

Challenging customer interactions are inevitable. Learn concrete steps to de-escalate challenging situations, how to effectively tune in to your customers and become more aware of your own responses.

Vendors and customers start relationships with the best of intentions. Sometimes plans go awry and there’s an alignment crisis, a strained relationship and loss of trust. Learn how to get the relationship back on track and re-establish trust.

Outcome-based selling is a methodology for CSMs and Account Managers to expand accounts and drive net-new revenue without negatively affecting the relationship with the customer. Learn about the OBS methodology and principles behind the approach.

As a CSM, it is important to build relationships within clients that help you expand your network and influence to help drive long-lasting impact. In this course, you will learn a strategic approach for identifying and mapping account stakeholders.

Building new customer relationships during the post-sale handover to implementation is a high-stakes period. As you build credibility and manage expectations in these new relationships, it’s important for CSMs to understand their critical role.

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.