PHASE 13: CUSTOMER SUCCESS ENABLEMENT

Design an education plan that equips CSMs with the knowledge and tools to effectively execute Customer Success.

 

Ensuring maximum effectiveness of your existing team is vital before adding additional resources. You also need new resources to be effective quickly to keep up with new logo customer growth.

Rapid Diagnostic

1. You have a charter with the business outcomes your Customer Success enablement team delivers.

2. You have a dedicated Customer Success enablement team.

3. You have a dedicated Customer Success enablement budget.

4. You know how much revenue each Customer Success resource can support.

5. You have a defined onboarding process for new employees.

6. You have a readiness program for new product introductions/extensions.

7. You have an account planning process.

8. You have plays for different Customer Success motions.

9. Maintenance of the playbooks is clearly defined.

10. You have a defined program for delivering learning.

Deliverables

• Customer Success Charter

• Initial Training on Playbook

• Train the Trainer

• Initial Coaching

• Ongoing Coaching via SBI Support

Go-To-Market Strategy
How to Leapfrog Competitors With Your Digital Customer Experience
Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in...
Read More
Go-To-Market Strategy
Why CMOs Are Continuing to Invest in Community
At the beginning of stay-at-home orders, maintaining a connection with the customer base was a top priority for CMOs. Marketing teams worked quickly to stand up virtual communities and help customers in an authentic way.   Now, as executives look to the...
Read More
Go-To-Market Strategy
Leveraging Data to Revise GTM Strategy and Coverage
These are truly challenging times. To adapt to this new normal, COVID-19, you are likely rethinking your go-to-market strategy. Companies need to reallocate go-to-market resources (people, money, and time) in order to capture opportunities in the short-term, as well as...
Read More
Sales Strategy
How a CEO Exceeds Integration Expectations
Today Chris Downie, CEO of Flexential, joins us to discuss the best practices in merging companies together. He provides insight into the checks and balances of company mergers and shares his experience forming Flexential from two legacy companies.   Click here for...
Read More