"Churning Because You Are Doing the Same
Thing Over and Over Again and Expecting
Different Results"
-Your Dear Customer
Academy
Each level comprises 4 sessions spread over 4 weeks. The pricing is for the full course. We offer custom pricing for companies.
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01
Level
02
Level
03
Level
Define what a successful customer looks like at your company, draw a high level customer journey and start from the beginning, onboarding new customers. 1. Sales hand-off done right 2. Orchestrated and Scalable Onboarding 3. Increase customer self-sufficiency 4. Move upsell to earlier stages in the Customer Journey
Onboarding can be a complex and time consuming activity but what comes next for you and your customers? During this certification, you will learn how to build long lasting relationships and run an effective opportunity generation program. 1. Relationship Management 2. Working with different customer segments (Enterprise/MM/SMB) 3. Project Management for Customer Success 4. Identify and generate opportunities for upsell (Benefit cross-selling) 5. Effectively dealing with customer problems
Build resourcefulness across your team. Learn the most effective ways to share product feedback and build customer loyalty. 1. Referrals and reviews 2. Product Feedback (Manage Up) 3. Building a scalable organisation with resourcefulness 4. The CSM toolstack 5. Career Paths for a CSM 6. Long-term retention
