Engagement Preparation Best Practices for Customer Success Management

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

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