Researching, Developing, Implementing & Managing
a Modern Customer Success Service

Q1 – Part One – Research

January – Modern demands and challenges facing Customer Success
February – Research Techniques – what to research and how to go about it
March – Assessing Current Capability and Performing Gap Analysis

Q2 – Part Two – Development

April – Customer Needs and Segments and the Customer Journey
May – CSM Roles and Automation
June – CS Framework

Q3 – Part Three – Implementation

July – Systems and Processes
August – Training & Certification
September – Coaching and Managing

Q4 – Part Four – Managing & Improving

October – Measuring & evaluating
November – Reporting & collaborating
December – Dealing with challenges and change

Thanks to The Customer Success Association for publicizing the event.

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23rd June 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Customer Success Framework

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Part One

Modern demands and challenges facing Customer Success

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Part Two

Research Techniques – what to research and how to go about it

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Part Three

Assessing Current Capability and Performing Gap Analysis

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Part Four

Customer Needs and Segments

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28th July 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Systems and Processes

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25th August 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Training & Certification

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22nd September 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Coaching and Managing

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20th October 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Measuring and Evaluating

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17th November 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Reporting and Collaborating

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15th December 2021
4pm GMT – 45 minutes + 15 minutes of Q&A

Dealing with Challenges and Change

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