Smart Tips: Customer Success

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Annie Dean

1:27:32

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1. Introduction

1.1 Customer Success Terminology for Smart Tips.xlsx

1. Instructor Introduction.mp4

01:43

2. Smooth Sales to Customer Success Handoffs

1.1 Handoff checklist.pdf

1. Setting expectations with sales.mp4

01:18

2. Clarify the clients expectations.mp4

01:14

3.1 Customer Match Evaluation framework.pptx

3. When clients arent a good match.mp4

01:05

3. Preparing for your customer kickoff

1.1 Kickoff Agenda Framework.pdf

1. Create relationships while it is fresh.mp4

01:08

2.1 Discovery questions.pdf

2. Aligning expectations for kickoff.mp4

01:13

3. Trust but verify.mp4

01:21

4. Planning for mutual success

1.1 Mutual Success Plan Template.pptx

1. Good Success Plans start with discovery.mp4

01:35

2. Identify major detractors early.mp4

01:04

3. Get commitment for the next steps.mp4

00:59

4.1 Follow up Checklist.pdf

4. Keep the momentum going.mp4

00:46

5. When should Customer Success start to engage

1. Let Sales sell.mp4

02:29

2.1 TTV Infographic.pdf

2. Once the ink is dry, the clock is ticking.mp4

01:15

6. Discover the 5 stakeholder types

1. Embrace the Execuitve Sponsor.mp4

00:57

2. The key Point of Contact (PoC) is the key to your success.mp4

00:55

3. Identify your End Users to ensure use.mp4

01:36

4. Champions are your secret weapon.mp4

01:27

5. Dont overlook the Decision Maker.mp4

00:51

7. Communication planning with your key Point of Contact

1.1 PoC Motivators.pdf

1. Personal and professional goals motivate your PoC.mp4

01:20

2.1 Mutual Success Plan Template.pdf

2. Build shared accountability through Mutual Success Plans.mp4

01:10

3.1 Monthly Recurring Meeting Template.pdf

3. How to have efficient recurring meetings.mp4

01:11

8. Engaging Executive Sponsors

1. Adapt your communication style.mp4

01:09

2. Asynchronous communication helps you scale.mp4

00:56

3. Examples of impactful VIP touches.mp4

01:04

9. Managing Cross Functional contacts at your client

1. Managing managers in a matrixed organization.mp4

00:59

2. Engaging technical teams.mp4

01:06

3. Avoiding PITA (Procurement, InfoSec, Taxes, and Attorneys).mp4

00:49

10. Amplifying champions

1. Recognize your allies.mp4

01:19

2.1 Tips for Testimonials.pdf

2. Capturing Champion testimonials.mp4

00:55

11. Handling Detractors

1. Strategies to overcome naysayers.mp4

01:10

2. Uncover motivations for haters.mp4

02:16

12. Low-touch and high-touch strategies for communication

1. How to be efficient with low-touch clients.mp4

01:56

2. Engaging Decision Makers asynchronously.mp4

01:31

3. Choosing impactful high-touch touch points.mp4

01:13

13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)

1.1 Forecasting Overview.pdf

1. The importance of acurate forecasting for CSMs.mp4

00:49

2.1 NRR Calculator and practice.pptx

2. How to calculate NRR.mp4

00:53

3. Defining Key Performance Indicators (KPIs).mp4

01:23

4.1 NPS Calculator and practice.pptx

4. Calculating Net Promoter Score (NPS).mp4

01:44

5.1 forecasting with sales stages for startups with only CRM.pdf

5. Using Opportunity Stages for forecasting (when CS software isnt available).mp4

02:21

6.1 Logo churn calculator and practice.pptx

6. Choosing the types of churn to monitor.mp4

01:55

7.1 Forecasting with churn risk modifiers.pptx

7. Forecasting with common churn risk indicators.mp4

01:41

8.1 Forecasting with health scores practice.pdf

8. Customizing customer Health Scores.mp4

01:42

9. Forcasting your book of business using health scores.mp4

01:19

10.1 Team forecast calculator.pptx

10. The art and science of CS team forecasts, for leaders.mp4

01:11

14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)

1. Manage risks proactively.mp4

02:02

2. Acquiring quantitative and qualitative feedback.mp4

00:35

3. Navigating Execuitive Sponsor changes.mp4

01:30

4. Strategies for engaging unresponsive customers.mp4

01:01

5. Managing Product development expectations.mp4

01:45

6. Mitigating the impact of bugs.mp4

01:19

7. Managing the impact of system outages (down-time).mp4

01:20

8. Addressing territory realignment and CSM changes.mp4

01:27

9. Navigating your clients organizational changes.mp4

01:36

10. Dealing with objections and competitors.mp4

01:00

15. Time Management for Customer Success

1. Balancing proactive, operational, and reactive work.mp4

01:56

2. Calendar blocking strategies.mp4

00:53

3. Proactively scheduling proactive work.mp4

00:55

4. Putting out customer fires.mp4

01:08

5. Maximizing the benefits of your tools.mp4

01:03

6. Never fail alone, communicating with your supervisor.mp4

00:54

16. Working cross-functionally in a SaaS company

1.1 Product requirements gathering framework.pdf

1. Asking the right questions to present product ideas.mp4

01:32

2.1 Prioritizing feature requests framework.pdf

2. Prioritizing clients feature requests.mp4

01:09

3. Advocating for the Voice Of the Customer (VoC).mp4

01:12

4. Amplifying your happy customers.mp4

01:04

5. Directing customers to support.mp4

01:15

6. What to do when clients dont pay.mp4

01:13

7. Navigating internal executive relationships in start-ups.mp4

01:13

17. Conclusion

1.1 www.recastsuccess.com.html

1. Thank you. Revisit this course any time to find a tip when you need it..mp4

00:32

Description

Quick advice for CSMs to manage, retain, and grow their book of business

What You'll Learn?

Comfortably navigate complex client relationships
Efficiently manage and forecast your book of business
Maximize your cross-functional partnerships
Identify pain points and resolve them quickly
Discover strategies that are key to delivering building mutual success

Who is this for?

Entry to mid-level Customer Success Managers

Full-cycle Account Managers

Leaders building Customer Success playbooks

Anyone who cares about making SaaS customers successful

More details

Description
Welcome to Smart Tips: Customer Success! In this course, Iâ€™ll provide short lectures to help you choose a course of action - fast so that you can immediately apply it to your accounts. The videos in this course are standalone. That means you donâ€™t have to watch in any particular order. If youâ€™re searching for a specific skill or topic thatâ€™s relevant to you, take a look through the available tips to find the knowledge you need when you need it.

Customer Success comes in many different flavors, from sophisticated to scrappy, from high-touch to low-touch. Customer Success is most often applied in SaaS companies, but the principles apply to any business that depends on delivering value to customers over the course of a long relationship. Anyone that is tasked with building relationships, retaining and growing revenue, and making customers successful will find some valuable insights that will improve their performance.

In this series of engaging videos. You'll discover tactical advice to set and achieve goals, overcome common challenges, and help your customers thrive. In the lightning-fast, fun video series you'll learn things like:

Reducing friction for customers that stems from the transfer of relationships to the CSM
Establishing a strong foundation for a lasting relationship with the right stakeholders
Maintaining elusive relationships with senior leadership at your clients
Uncovering and amplifying the voices of champions
Improving efficiency with your outreach strategy at any service level
Understanding key customer success metrics and how to calculate them
Preventing churn by identifying and addressing risks before it is too late
Taking control of your workload and planning your time efficiently
Understanding the motivations for your cross-functional partners so you can partner more effectively
...and so much more
Resources like the Customer Match Scorecard and Success Plan Template give you new tools to apply across the customer lifecycle from sales handoff to creating raving fans. I want to provide you with hard-won insights and resources I built on the front line of building the Customer Success industry over the past decade-plus.
If you are an entry to mid-level Customer Success Manager focused on growing revenue efficiently, a full-cycle Account Manager navigating renewal clients, an entry-level revenue leader building Customer Success playbooks, or anyone who cares about making customers successful, this course is for you. I'm proud of the results my clients across the globe have achieved and I look forward to bringing that momentum and success to you as well. join me in this course!

Who this course is for:
Entry to mid-level Customer Success Managers
Full-cycle Account Managers
Leaders building Customer Success playbooks
Anyone who cares about making SaaS customers successful

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Annie Dean, is the CEO of RecastSuccess CSM Bootcamp. Prior to co-founding a company, she led Global Customer Learning Ops, Customer Success for LinkedIn (acquired by Microsoft). She helped to launch Degrees for Coursera as the Learner Success and TPM leader, and served as the executive building and leading the Customer Success function for several startups in health-tech and ed-tech. She completed a Master's Certificate in Innovation and Entrepreneurship from HEC Paris. She lives on a micro-farm near Yosemite, where she consults and teaches about making SaaS Customers Successful.

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