CSM 301 - Prior Enrollees Only

CSM 301 - Prior Enrollees Only

This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM 301 is the final step of three on the way to becoming a Certified Customer Success Manager.

About this course

These courses are no longer accepting new registrations. They have all been replaced with the Pulse+ subscription.

This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM301 is the final step of three on the way to becoming a Certified Customer Success Manager. Time to complete around 5 hours.

Course Descriptions

301.1 Customer Centricity

In this lesson, you will understand why customer success is a top-down, company-wide commitment. You will analyze the role of the CEO and Executive team in the success of the Customer Success function and recognize how selling to the right customer helps create a customer-centric company.

301.2 Making the most out of your Executive Sponsorship Program

In this lesson, you will learn to define the components of a solid Executive Sponsorship Program, determine steps for beginning an Executive Sponsorship Program and recognize the attention and maintenance needed to maintain an Executive Sponsorship Program

301.3 Aligning your Support and Services Team

This lesson will teach you to recognize the value of alignment with other parts of the post-sales organization to ensure a great customer experience, outline the core mission and metrics to define expectations internally and externally, define RACI mapping as a tool for thinking through the Customer Lifecycle and review the components of successful handoffs

301.4 Ensuring Success Across the Enterprise

This lesson will teach you why Customer Success is inevitable, how to recognize that Customer Success is a company-wide commitment and analyze strategies to drive Customer Success across the enterprise

301.5 Sales and Customer Success

This lesson will teach you to discuss the parallels between the Sales and Customer Success functions, determine strategies for the collaboration between Sales and Customer Success and recognize the necessity of metrics in order

301.6 The Best Kept Secret in Customer Success: Customer Marketing

This lesson will teach you to determine the fundamental difference between Customer Success and Customer Marketing, Evaluate focus areas for increasing customer advocacy and define how to recognize customer advocates.

301.7 Creating Customer Advocates and References

In this lesson will help you determine the goals for advocacy including references, case studies, and reviews, decide which customers could be advocates, and a discussion on operationalizing the Customer Advocacy process.

301.8 Talking Churn, Cost and Other Metrics

In this lesson you’ll learn the five steps to take to help you gain a deeper understanding of churn and retention, review best practices to measure churn and retention and which metrics are key.

301.9 Shaping Outcomes: Incenting and Rewarding Behavior

This lesson will teach you how to shape outcomes for your Customer Success and Sales teams. Specifically we will cover the purpose of a compensation model, considerations and the ideal model for a customer success compensation program.

301.10 Structuring and Hiring for Optimal Performance

In this lesson, we will evaluate the organizational structure to support Customer Success, discuss how the structure may evolve over time and discuss the value of segmentation for a growing organization

301.11 Lifecycle Management and Segmentations

In this lesson we will determine why segmenting customers is important, analyze two suggested methods of segmenting customers and understand how to create Calls to Action for the Customer Success Manager across segments.

Curriculum

  • Customer Centricity
  • Making the Most out of Executive Sponsorship
  • Aligning Support and Services
  • Company Commitment
  • Sales and Customer Success
  • Customer Marketing
  • Creating Advocates and References
  • Taking Churn & Metrics with Executives
  • Shaping Outcomes: Incenting & Rewarding Behavior
  • Structuring and Hiring for Performance
  • Lifecycle Management and Segmentation
  • CSM 301 Quiz

About this course

These courses are no longer accepting new registrations. They have all been replaced with the Pulse+ subscription.

This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM301 is the final step of three on the way to becoming a Certified Customer Success Manager. Time to complete around 5 hours.

Course Descriptions

301.1 Customer Centricity

In this lesson, you will understand why customer success is a top-down, company-wide commitment. You will analyze the role of the CEO and Executive team in the success of the Customer Success function and recognize how selling to the right customer helps create a customer-centric company.

301.2 Making the most out of your Executive Sponsorship Program

In this lesson, you will learn to define the components of a solid Executive Sponsorship Program, determine steps for beginning an Executive Sponsorship Program and recognize the attention and maintenance needed to maintain an Executive Sponsorship Program

301.3 Aligning your Support and Services Team

This lesson will teach you to recognize the value of alignment with other parts of the post-sales organization to ensure a great customer experience, outline the core mission and metrics to define expectations internally and externally, define RACI mapping as a tool for thinking through the Customer Lifecycle and review the components of successful handoffs

301.4 Ensuring Success Across the Enterprise

This lesson will teach you why Customer Success is inevitable, how to recognize that Customer Success is a company-wide commitment and analyze strategies to drive Customer Success across the enterprise

301.5 Sales and Customer Success

This lesson will teach you to discuss the parallels between the Sales and Customer Success functions, determine strategies for the collaboration between Sales and Customer Success and recognize the necessity of metrics in order

301.6 The Best Kept Secret in Customer Success: Customer Marketing

This lesson will teach you to determine the fundamental difference between Customer Success and Customer Marketing, Evaluate focus areas for increasing customer advocacy and define how to recognize customer advocates.

301.7 Creating Customer Advocates and References

In this lesson will help you determine the goals for advocacy including references, case studies, and reviews, decide which customers could be advocates, and a discussion on operationalizing the Customer Advocacy process.

301.8 Talking Churn, Cost and Other Metrics

In this lesson you’ll learn the five steps to take to help you gain a deeper understanding of churn and retention, review best practices to measure churn and retention and which metrics are key.

301.9 Shaping Outcomes: Incenting and Rewarding Behavior

This lesson will teach you how to shape outcomes for your Customer Success and Sales teams. Specifically we will cover the purpose of a compensation model, considerations and the ideal model for a customer success compensation program.

301.10 Structuring and Hiring for Optimal Performance

In this lesson, we will evaluate the organizational structure to support Customer Success, discuss how the structure may evolve over time and discuss the value of segmentation for a growing organization

301.11 Lifecycle Management and Segmentations

In this lesson we will determine why segmenting customers is important, analyze two suggested methods of segmenting customers and understand how to create Calls to Action for the Customer Success Manager across segments.

Curriculum

  • Customer Centricity
  • Making the Most out of Executive Sponsorship
  • Aligning Support and Services
  • Company Commitment
  • Sales and Customer Success
  • Customer Marketing
  • Creating Advocates and References
  • Taking Churn & Metrics with Executives
  • Shaping Outcomes: Incenting & Rewarding Behavior
  • Structuring and Hiring for Performance
  • Lifecycle Management and Segmentation
  • CSM 301 Quiz

If you cancel your registration, please contact training@gainsight.com to update your enrollment