Customer Success Excellence Program
Empowering Customer Success Professionals to Drive Retention and Revenue
The Customer Success Excellence Program empowers Customer Success Managers (CSMs) to build strong client relationships, ensure customer satisfaction, and drive long-term value. This program focuses on enhancing key skills such as onboarding, retention strategies, churn prevention, and upselling opportunities. Participants will learn how to align customer success metrics with organizational revenue goals, making them a critical part of the growth engine.
WHO SHOULD ATTEND?
This program is ideal for:
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Customer Success Managers (CSMs) responsible for client satisfaction and retention.
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Account Managers transitioning into customer success roles.
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Professionals managing post-sale customer relationships.
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Team leads focused on improving customer retention and growth.
LEARNING OUTCOMES
By the end of this course, participants will:
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Master onboarding strategies to ensure a seamless customer experience.
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Develop proactive retention techniques to reduce churn.
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Identify upselling and cross-selling opportunities to expand revenue.
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Leverage customer success metrics to inform strategies and track performance.
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Build frameworks to improve customer satisfaction and loyalty.
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Align customer success efforts with organizational revenue objectives.
WHY YOU SHOULD ATTEND
Participants will:
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Gain practical tools to reduce churn and increase customer lifetime value (CLV).
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Learn to identify and act on upselling and cross-selling opportunities.
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Master customer success metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
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Build confidence in engaging with customers proactively and strategically.
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Drive revenue growth by aligning customer success efforts with broader business goals.
$9,200 plus taxes. Financial assistance may be available through eligible programs.
The program is structured to accommodate busy professionals:
COURSE COMPLETION SCHEDULE
Self-Paced Learning
Gain foundational knowledge on customer success and revenue growth strategies through on-demand materials.
Interactive Workshops
Engage in live sessions and practice upselling, cross-selling, and customer retention techniques.
Role-Playing Exercises
Apply skills in real-world customer scenarios to build confidence and mastery.
Final Assessment
Develop and present a client account growth strategy based on a case study or real-world example.
COMPLETION OF PROGRAM
Upon successful completion, participants will:
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Reduce churn and improve customer retention rates.
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Expand account value through strategic upselling and cross-selling.
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Deliver measurable improvements in customer satisfaction and loyalty.
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Drive revenue growth while aligning with organizational objectives.
MODULE ONE
Seamless Customer Onboarding
Participants will learn how to design and execute effective onboarding processes that set customers up for success. Emphasis will be placed on creating tailored onboarding experiences that drive adoption and reduce time-to-value (TTV).
Learning Objectives:
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Create personalized onboarding plans to match customer needs.
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Reduce onboarding friction to improve adoption rates.
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Set measurable milestones to track customer success early.
MODULE TWO
Proactive Retention Strategies
This module focuses on strategies for reducing churn by proactively addressing customer needs and concerns. Participants will explore methods for identifying at-risk accounts and implementing interventions to retain them.
Learning Objectives:
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Identify early warning signs of churn through customer data.
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Develop proactive strategies to engage and retain customers.
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Build playbooks for managing at-risk accounts effectively.
MODULE THREE
Identifying and Acting on Upselling Opportunities
Participants will master the art of upselling and cross-selling by aligning customer needs with additional solutions. Techniques for identifying opportunities and presenting value propositions will be emphasized.
Learning Objectives:
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Recognize upselling opportunities based on customer usage and feedback.
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Craft tailored value propositions that address customer goals.
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Collaborate with sales teams to drive revenue expansion within accounts.
MODULE FOUR
Customer Success Metrics and Analytics
This module teaches participants how to track, analyze, and leverage key customer success metrics. Participants will explore tools for monitoring metrics like NPS, CSAT, and Customer Health Score, and using them to inform strategies.
Learning Objectives:
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Monitor and interpret customer success metrics effectively.
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Build dashboards to track account health and satisfaction.
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Use data insights to refine customer engagement strategies.
MODULE FIVE
Customer Advocacy and Feedback Loops
Participants will learn how to turn satisfied customers into advocates. This module also covers using feedback loops to improve service delivery and identify future growth opportunities.
Learning Objectives:
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Create programs to foster customer advocacy and referrals.
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Use feedback to identify areas for improvement.
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Build loyalty by incorporating customer suggestions into service enhancements.
MODULE SIX
Strategic Account Growth
This module explores how to align customer success strategies with account growth objectives. Participants will learn to create account plans that include upselling, renewals, and long-term value maximization.
Learning Outcomes:
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Align customer success activities with revenue growth goals.
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Build account plans that prioritize long-term client value.
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Measure the revenue impact of customer success efforts.
MODULE SEVEN
Managing Escalations and Complex Accounts
This module equips participants with the skills to manage escalations and navigate challenging customer scenarios effectively. Techniques for de-escalation, resolution, and maintaining trust will be covered.
Learning Objectives:
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Handle escalations professionally to protect customer relationships.
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Develop resolution strategies for complex or high-stakes accounts.
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Build confidence in managing challenging customer interactions.