Your Strategic Customer Success Toolkit
Exercises and cheat sheets from the "The Strategic Customer Success Manager"
Leverage these exercises and cheat sheets designed to help you get the most out of each chapter. You'll only be able to make the transition to a strategic CSM if you practice. These hidden resources will help you drive retention, uncover growth opportunities, and operate like a top-performing CSM.
Resources to Accompany "The Strategic Customer Success Manager"
Chapter 5
Beyond the Basics: The Customer Journey, Processes, and Tech
Chapter 8
Building a Proactive Client Risk Management Strategy
Chapter 11
How to Forge Internal Relationships with Key Cross-Functional Teams
Chapter 14
What Does It Mean to Have a Strategic Conversation?
Chapter 17
Mastering Discovery and Defining Business Outcomes
Chapter 3
Skills and Behaviors that Strategic CSMs Need to Master
Chapter 6
How Best to Align Yourself with Other Teams, Departments and Partners
Chapter 9
How to create unbreakable customer relationships
Chapter 12
How Improved Productivity Leads to Customer and Career Success
Chapter 15
Building Trust and Gaining Influence Using the OARS Framework
Chapter 18
Handling Feature Requests and Rebuilding Trust with Upset Clients
Chapter 4
Starting Your CSM Role with the Basics
Chapter 7
A Detailed Plan for Your First Ninety Days & the Road Ahead
Chapter 10
How to cultivate strong connections with your colleagues
Chapter 16
Nudging Customers to Take Action: The SOON Funnel and Assessing Motivation
Chapter 19
A Strategic Approach to Kickoffs and QBRs