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.
The SaaS Method for Customer Success
Explore how sales has changed and the moments that matter in the customer’s journey, including First Value and Full Value.
Discover how to speak the same language across your organization (as it relates to customer success) and summarize opportunities through the diagnostic framework, SPICED.
Interactions: Illustrate effective communication with customers based on tone, active listening and techniques that open up a conversation.
Identify how to effectively open calls to capture attention and set the stage for a productive meeting, increasing impact and the CSM’s executive presence.
Demonstrate how to craft and ask questions to help customers articulate desired impact. Explore techniques on how to “go deeper” and navigate unexpected responses.
Orchestrate a plan to make your customers successful by aligning their goals with a timeline to achieve desired impact.
Storytelling & Impact Review
Conduct Executive Business Reviews with stakeholders throughout their customer journey to uncover opportunities for
Share stories to influence customers and help them see new impact opportunities without pitching.
Expanding the Partnership
Balance empathy with action to turn negative conversations into something productive to deepen the customer relationship.
Apply a Save Play based on a triggered event or conversation that could put the customer relationship at risk.
Identify how to get past blockers and deepen relationships with stakeholders and executives to grow the partnership.