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
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
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
|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|
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.
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.