Sales: Customer Success

Learn why "customer success"—a service approach that goes beyond sales and marketing—is the key to maximizing customer lifetime value.

Introduction

• Welcome

1. Understanding Customer Success

• How to define customer success
• Where to start with customer success
• How customer success fits with SaaS and the membership economy
• How to scale customer success
• The difference between customer success and other departments

2. The Customer Success Professional

• The ideal personality and skills for customer success
• Why customer success is the best and the worst job
• How to hire for customer success
• Specialization in customer success
• A typical day for a customer success manager

3. How to Get Ahead in Customer Support

• How to build a customer success work plan
• How to gain support across the organization
• Customer success metrics: Making the case for a promotion or raise

4. Aligning Customer Success to Optimize It with the Rest of Your Company

• Prevent siloed customer success: Make it part of the culture
• Tips to get sales and customer success to work well together
• Get a seat at the leadership table: The role of the chief customer officer

Conclusion

• Next steps