Course curriculum

  • 01
    CCSM Level 2 Program Resources
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    • Introduction
  • 02
    CCSM-201: Setting SMARTer Objectives Resources
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    • SMART Objectives Canvas
  • 03
    CCSM-202: Maximizing Proactive Engagements Resources
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    • Proactive Customer Engagement Planning Tool
  • 04
    CCSM-204: Identifying & Managing Risk
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    • Risk Assessment Worksheet - Group
    • Risk Assessment Worksheet - Solo
    • Customer Success Engagement Blueprint (CSEB)
  • 05
    CCSM-205: Managing Bugs, Feature Requests & Workarounds
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    • Thinking Outside the Box Exercise (9 Dots Challenge)
  • 06
    CCSM-208: Creating & Managing Customer Advocacy
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    • Advocacy Planning Workbook & Canvas Template
  • 07
    CCSM-209: Managing Retention & Driving Renewals
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    • Renewals Framework
  • 08
    CCSM-212: Aligning & Communicating Effectively with Sales
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    • Working With Sales - CSM Edition
  • 09
    Level 2 Recommended Reading
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    • Level 2 Recommended Reading
  • 10
    Level 2 Courses Slide Handouts
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    • CCSM-201: Setting SMARTer Objectives
    • CCSM-202: Maximizing Proactive Engagements
    • CCSM-203: Assessing & Managing Customer Health
    • CCSM-204: Identifying & Managing Risk
    • CCSM-205: Managing Bugs, Feature Requests, & Workarounds
    • CCSM-206: Responding to Customer Feedback
    • CCSM-207: Learning From Churn
    • CCSM-208: Creating & Managing Customer Advocacy
    • CCSM-209: Managing Retention & Driving Renewals
    • CCSM-210: Increasing Upsells & Expansion
    • CCSM-211: Cultivating Key Internal Relationships
    • CCSM-212: Aligning & Communicating Effectively with Sales
  • 11
    Level 2 Course Workbooks
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    • Workbooks - All Level 2 Courses
    • CCSM-201: Setting SMARTer Objectives
    • CCSM-202: Maximizing Proactive Engagements
    • CCSM-203: Assessing & Managing Customer Health
    • CCSM-204: Identifying & Managing Risk
    • CCSM-205: Managing Bugs, Feature Requests & Workarounds
    • CCSM-206: Responding to Customer Feedback
    • CCSM-207: Learning From Churn
    • CCSM-208: Creating & Managing Customer Advocacy
    • CCSM-209: Managing Retention & Driving Renewals
    • CCSM-210: Increasing Upsells & Expansion
    • CCSM-211: Cultivating Key Internal Relationships
    • CCSM-212: Aligning & Communicating Effectively with Sales