Achieve sustainable growth through Customer Success

Build playbooks across your entire customer journey

Empower your team with effective playbooks and processes to guide the customer journey.

Create a consistent, customer-centric success process

Help your customers achieve the impact they’re looking for

Reduce churn and drive more renewals

Give your CSMs and Account Managers the fundamental skills for success

Expand your most strategic accounts

Transform customers into lifetime advocates

Services

Playbook Design

Achieve greater consistency with customized Customer Success playbooks that give your CSMs and Account Managers turn-by-turn directions at each step of the process.

We design playbooks for all aspects of the customer journey:

Example key deliverables:

Customer Onboarding Playbook
Customer Nurture Playbook
Customer Renewal Playbook
Account Expansion Playbook
Price Increase/Platform Upgrade Playbook

Custom blueprints for each CS process step
Hand-off process
Joint impact plan
QBR/EBR process

Account planning templates
Definition of roles and responsibilities
Email nurture cadence and call scripts

Workshops

Half or full-day workshops improve your team’s customer communications, identify key moments in your customer lifecycle, and provide live training for customer-facing roles.

Focus areas include:

Strategic, customer-centric conversations
How to manage difficult conversations
Running smooth hand-offs from Sales to CS
Driving renewals
How to grow accounts using question-based selling

Sample workshop agenda

TIME	LESSON	DETAILS
8:30am	Welcome	Executive Intro
8:45am	Introduction	Keynote by Winning by Design
9:15am	ACE & End Goal Activity	How to have effective customer meetings
9:45am	Break	Stretch, chat, refill your coffee!
10:00am	Difficult Conversations	How to handle difficult conversations in Customer Success
10:30am	Impact	Understanding Emotional and Rational Impact
11:15am	Diagnose	Persona-based conversation that drives impact
12:00pm	Lunch	Fuel up!
12:30pm	SPI Activity	Using Situation, Pain, and Impact questions specific to each persona by building Qcards
1:00pm	Critical Event	It is the customer's date to accomplish a major event that drives the process
1:45pm	Ending Activity	Reflecting on the day
2:00pm	Workshop End

Training & Coaching

Customer Success Training

Learn proven methods for effective customer communication and how to orchestrate key moments in the customer success journey, including the hand-off from Sales, the kick-off call, and managing customer conflict.

Offered as a custom course and a public course.

Customer Expansion Training

Train your CSMs and Account Managers to apply their customer-centric skills to drive recurring impact and account growth. This course specifically focuses on how to facilitate renewal and retention conversations with your current customers.

Executive Coaching

We offer executive coaching for Customer Success Managers and leaders on topics including team management, handling escalations and difficult customer conversations, and management through change.

Customer Success Assessment

Identify ways to improve your adoption and expansion rates with a review of your current CS process.

Customer Success Process Design

Build a customer-centric process based on existing successes to drive consistency across your team.

Organizational Pod Design

Create an efficient organizational design for your team to best serve your customers with the right level of coverage.

Get started!

Get in touch to discuss bringing Winning by Design’s Customer Success program to your business.