Achieve sustainable growth through Customer Success

Customer Success SPICED

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

TIMELESSONDETAILS
8:30amWelcomeExecutive Intro
8:45amIntroductionKeynote by Winning by Design
9:15amACE & End Goal ActivityHow to have effective customer meetings
9:45amBreakStretch, chat, refill your coffee!
10:00amDifficult ConversationsHow to handle difficult conversations in Customer Success
10:30amImpactUnderstanding Emotional and Rational Impact
11:15amDiagnosePersona-based conversation that drives impact
12:00pmLunchFuel up!
12:30pmSPI ActivityUsing Situation, Pain, and Impact questions specific to each persona by building Qcards
1:00pmCritical EventIt is the customer's date to accomplish a major event that drives the process
1:45pmEnding ActivityReflecting on the day
2:00pmWorkshop 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.

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