Commercial Customer Success | Upsell & Retain The Cs Way

[LeeAndro]

Published 12/2022MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHzLanguage: English | Size: 4.28 GB | Duration: 3h 45m

Improving your customer's business is the only target we should strive for in CS.​

Let me teach you why.

What you'll learn
Understand the commercial role of Customer Success
Understand the influence of desired outcomes on all actions of Customer Success
Apply the 'desired outcomes' framework to your portfolio
Understand why people upgrade and be able to apply the learning in QBR calls / upsell calls
Understand what drives renewals and what doesn't
Understand how to apply the renewal framework effectively in renewal calls
Understand why commercial responsibility for upselling etc. does not lay with 'sales', but with customer success
Understand the subjectiveness of price perception during 'price increase' conversations

Requirements
Motivation to become proactive in Customer Success

Description
When you recognise these feelings, you should consider this course:1. I don't feel comfortable brig up commercial topics (like an upsell) with my clients2. I don't know what to say in commercial situations3. I feel like I am annoying the client with my outreach attempts4. Customers are churning and I don't know why5. I need to sell a price increase and don't feel well-equipped for the conversations6. Our management asks me to account for KPIs like NDR/NRR, upsell & churn prevention, but I don't know how to influence themMost CSMs have trouble showing the value that good Customer Success brings to the table and CEOs worldwide are asking for precise results, especially now during economic turbulence. In this course, I teach the how & why behind the necessity to be proactive and commercial as a Customer Success Manager.You will learn:1. What is the focal point of Customer Success2. Why it shouldn't feel weird for CS to take over all commercial post-sale tasks3. Why we need to be proactive in Customer Success4. Why do customers upgrade in the first place5. How to have upsell conversations6. Why do customers stay loyal to your service7. How to have renewal conversations8. How to introduce price increases in conversations9. Why is the perception of a price increase influenceable Having given this course to more than 200 students in live group settings, I wanted to share the learnings with a wider audience in the form of this online course.

Overview
Section 1: Introduction

Lecture 1 Introduction

Section 2: What is Customer Success

Lecture 2 Definitions

Section 3: Why is it necessary to be 'commercial' in Customer Success

Lecture 3 Commercial Customer Success

Section 4: How do desired outcomes look and how to identify them

Lecture 4 What do desired outcomes look like

Section 5: The Desired Outcome Call

Lecture 5 Explanation

Lecture 6 The Desired Outcome Call

Section 6: Upsell

Lecture 7 Why do customers upsell

Lecture 8 The Upsell Call

Section 7: Renewal

Lecture 9 Quiz discussion

Lecture 10 The Renewal Call

Lecture 11 Price Perception

Section 8: Links & literature

Lecture 12 Links

Customer Success Managers that want to become more proactive in creating business value for their clients and their own company,Account Managers that are switching into a Customer Success role and want to understand the difference to their former role

HomePage:

https://www.udemy.com/course/commercial-cs/

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