1
Format
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On-Site/Remote/Hybrid (recommended: On-site)
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For Executives, Operations, Account Management & Customer Success Team members
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Supported languages: English/Hebrew
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2
Time Commitment
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Depends on the requested content
3
Content
The content is based on real use cases and covers a range of topics that can be customized to cater your unique needs, including:
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Introduction to Customer Success
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The importance of customer success
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Understanding customer needs
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Creating a customer success strategy
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The Role of Customer Success Managers
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Customer onboarding
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Engagement & Communication
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Success Metrics
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Scaling Customer Success
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Alignment with sales and product development
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Technology, Processes and tools
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Team structure
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Value proposition
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Best practices and case studies
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From Theory to Reality
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The future of customer success
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and more
4
Goals
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Provide a foundation for building a Customer Success team.
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Provide a comprehensive understanding of the concept of customer success
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Equip participants with the skills and tools necessary to implement successful customer success strategies
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Drive business growth through customer satisfaction and retention.
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Prerequisites
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A leader or executive who is engaged and committed to a successful outcome & active participation
6
Expected Outcomes
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Knowledge Enhancement: Attendees will gain a deeper understanding of the principles, strategies, and best practices of Customer Success. They will become familiar with the key concepts, frameworks, and tools used in the field.
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Skill Development: provide opportunities for attendees to develop practical skills relevant to Customer Success. This includes areas such as customer onboarding, relationship management, churn reduction, upselling, and cross-selling. Attendees will leave with actionable techniques and approaches they can implement in their own roles.
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Problem Solving: Attendees can bring their own challenges and problems to and seek solutions through discussions, case studies, and interactive exercises. The goal is to help participants find practical solutions and approaches to overcome obstacles they may face in their Customer Success initiatives.
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Customer-centric Mindset: One of the core outcomes of a Customer Success Academy is to instill a customer-centric mindset among the participants. This involves emphasizing the importance of understanding customer needs, providing value, and fostering long-term relationships.
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Improved Customer Retention: By learning about effective Customer Success strategies and tactics, attendees will be better equipped to improve customer retention rates. They will learn how to identify and address customer challenges, anticipate needs, and deliver exceptional experiences throughout the customer journey.
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Increased Revenue: Effective Customer Success practices will contribute to increased upselling and cross-selling opportunities. Attendees will gain insights into how to identify expansion opportunities, drive customer adoption of additional products or services, and maximize customer lifetime value.
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Enhanced Customer Satisfaction: The ultimate goal of Customer Success is to ensure customer satisfaction and success. It will equip participants with the knowledge and tools to enhance overall customer satisfaction and establish strong customer relationships.
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Professional Growth: Attendees will leave with a sense of personal and professional growth. They will gain new knowledge, expanded their skill set, and developed a stronger understanding of their role in driving customer success.
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Templates decks / documents for day to day work (First Call deck, QBR deck, Business Values deck and more)
