Create a consistent, customer-centric success process
Help your customers achieve the impact they’re looking for
Reduce churn and drive more renewals
Training for customer success managers and account managers to achieve fundamental skills for success.
Expand your most strategic accounts
Transform customers into lifetime advocates
Using Customer Success to Drive Revenue
At any given SaaS company, the Customer Success function has the potential to be the primary driver of revenues and profits for the company. But too often, the function is instead treated as a cost center — which leaves customers wanting more, and revenue leaders struggling to hit their goals. When done right, CS can actually be a significant profit center for a recurring revenue business. Learn how to maximize the impact to your customers, increase your customer revenue, and achieve sustainable growth with Customer Success playbooks from Winning by Design.
Customer Success Playbook Design
Deliver more impact to your customers using SaaS Customer Success playbooks, giving 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 that may be included in your Customer Success playbook:
- 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
Customer Success Training 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
- Role of customer success in SaaS
- Running smooth hand-offs from Sales to CS
- Driving renewals
- How to grow accounts using question-based selling
Sample workshop agenda
|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|
|12:30pm||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|
Customer Success Consulting
Winning by Design offers Customer Success consulting services, where we teach your CS leadership and CSMs how to focus on impact to your customer, along with proven scientific strategies for improving churn rates, growth, and revenue per customer. Our consulting sessions are done entirely online, so that we can work with your team across all locations and time zones.
Training & Coaching
Winning by Design has developed training and coaching services that are rooted in science and driven by data. Our training is unique with our focus on visual thinking and interactivity, helping our clients hone their customer success skills and increase impact for their customers.
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. Our customer training and coaching services are highly interactive, and consist of the following:
- Weekly call recordings: During your weekly call recording, we’ll review specific process frameworks and teach you how to make an unforgettable impact during moments of conversion.
- Small team training: Winning by Design offers High Impact Coaching for small teams to heighten their professional skills for customer conversions.
- Call scoring: Our call scoring sessions help your professionals identify areas for improvement using metrics such as level of customer engagement, compliance to the process, and follow-up.
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.
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.