Engagement Preparation Best Practices for Customer Success Management

Offered By: LinkedIn Learning

Course Description

Overview

Learn about the essential preparatory research and analysis work that customer success managers should undertake when preparing for a new customer engagement.

Syllabus

1. Preparing the Customer Success Manager

Overview of preparing the customer success manager
Providing a joined-up customer experience
Sources for researching customer information
Selecting and validating customer information
Information to research, part 1
Information to research, part 2

2. Preparing the Customer's Stakeholders

Working with the customer: Key concepts
Working with the customer: Credibility and rapport
Meetings best practice
Consultative questioning

Taught by

PracticalCSM

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