Course curriculum

  • 01
    CCSM Level 4 Program Resources
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    • Introduction
  • 02
    CCSM-401: Storytelling for Customer Success
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    • Empathy Map Canvas
    • WIIFM Framework
  • 03
    CCSM-408: Using Microsoft Excel for Customer Success
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    • Pivot Table Data Sets
  • 04
    CCSM-409: Using Google Sheets for Customer Success
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    • Pivot Table Data Sets
  • 05
    CCSM-412: Adopting an Outcome-Based Selling Approach
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    • A & Q Canvas
  • 06
    Level 4 Recommended Reading
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    • Level 4 Recommended Reading
  • 07
    Level 4 Courses Slide Handouts
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    • CCSM-401: Storytelling for Customer Success
    • CCSM-402: Managing Time Efficiently as a CSM
    • CCSM-403: Leading Effective Meetings
    • CCSM-404: Understanding Negotiation Fundamentals
    • CCSM-405: Utilizing NPS for Customer Success
    • CCSM-406: Dealing with Customer Discontent
    • CCSM-407: Communicating Effectively as a CSM
    • CCSM-410: Leveraging Senior Executives
    • CCSM-411: Turning Around Ailing Accounts
    • CCSM-412: Adopting an Outcome-Based Selling Approach
  • 08
    Level 4 Course Workbooks
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    • Workbooks - All Level 4 Courses
    • CCSM-401: Taking a Strategic Approach to Personal Career Planning
    • CCSM-402: Managing Time Efficiently as a CSM
    • CCSM-403: Leading Effective Meetings
    • CCSM-404: Understanding Negotiation Fundamentals
    • CCSM-405: Utilizing NPS for Customer Success
    • CCSM-406: Dealing with Customer Discontent
    • CCSM-407: Communicating Effectively as a CSM
    • CCSM-410: Leveraging Senior Executives
    • CCSM-411: Turning Around Ailing Accounts
    • CCSM-412: Adopting an Outcome-Based Selling Approach