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Engagement Preparation Best Practices for Customer Success Management

Offered By: LinkedIn Learning

Tags

Customer Service Courses Stakeholder Engagement Courses Customer Experience Courses Customer Success Management Courses

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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