Learners engage with their certified trainer in an experiential learning format, with 8 hours of live instruction including role plays, breakouts, and recurring revenue frameworks applied to real-world situations. Each learner receives access to our learning management platform for concept reinforcement through videos and frameworks.
Operating Model for Customer Success
Explore how all phases of the customer journey connect and influence each other to impact renewal and expansion outcomes. Use this holistic view to leverage key moments to drive long-term success utilizing SPICED.
Learn how to effectively ask customer-focused questions throughout the customer journey to keep account insights up to date, surface any risks to the account, and illuminate expansion opportunities that were previously unknown.
Strategic Planning for Growth
Identify and leverage key information and input from across the customer journey and other customer-facing roles to build an effective renewal and growth strategy that delivers maximum impact to your customers AND your business.
Earn the renewal by ensuring customers are aware of the impact they’ve already achieved, learn how you can help them achieve new goals, and demonstrate why your solution is indispensable. Apply trigger plays to overcome objections and secure the renewal.
Deep dive into the ways you can surface expansion opportunities, including upsells and cross-sells. Use strategic whitespace analysis and account planning to bring those opportunities to a successful close. Apply specific techniques for handling customer objections.
Learn how to build strong executive relationships from the start, unblock gatekeepers, and deepen relationships with stakeholders and executives during all stages of the partnership.
Understand how to effectively navigate renewal and expansion deals by focusing on the customer’s prioritized goals, creating a give/get balance, and finding win-win solutions.
Use the power of storytelling to build relationships and illustrate your solution’s impact on the customer’s business. Drive renewal and expansion opportunities to close—without “pitching” or relying solely on features and functionality.