Customer Success Leadership Bootcamp: Course #2
A four-lesson CS leadership webinar covering Customer Objectives Review meetings, account transitions, customer offboarding, and Voice of Customer programs.
Lesson #1How to Execute a Customer Objectives Review (COR) Meeting that Executives Will Want to AttendJoin Kristi Faltorusso, VP of Customer Success at ClientSuccess, as she introduces her Customer Objectives Review (COR) meeting as a new and improved version of the QBR and EBR conversation. Hear why there is a need to change directions and how the new framework will create a meeting your Executives want to join. We will walk through how to structure and prepare for the meeting as well as share tools and templates to help your get started.Lesson Materials: Download the Presentation Download TemplateLesson #2Executing Account Transitions that Excite Customers and Reduce RiskIn this session, Kristi Faltorusso, VP of Customer Success for ClientSuccess, discusses "Executing Account Transitions that Excite Customers and Reduce Risk". In this session, Kristi walks you through a mapping of why you might need to transition accounts and her playbook to executing this effectively while minimizing risk and improving experience. She drills down into the do's and don'ts to help you ensure your next transition goes well.Lesson Materials: Download the Presentation Download Sample Email Scripts Template: Account Transition Tracker Sample Template: Customer Transition Alignment 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Lesson #3Customer Offboarding and Exit Interviews to End On a High NoteCustomers will inevitably churn, but how you manage that process and experience will dictate what they say about you and if they will ever come back. Join Kristi Faltorusso, VP of Customer Success at ClientSuccess, as she maps out the best and most effective way to off-board your customers while sharing the learnings with your organization to get better.Lesson Materials: Download the Presentation Download Sample Customer Exit Interview Scripts Template: Customer Churn PlaybookLesson #4Designing a Voice of Customer Program to Power Your FutureWhat are you doing with all of the feedback your customers are sharing? Wait, you are not collecting feedback from your customers? Let’s fix that! Join Kristi Faltorusso, VP of Customer Success at ClientSuccess as she walks you through designing your Voice of Customer program. She will help you understand all the various places you can capture feedback – both solicited and orgainic – and use it to drive your strategy, your product and your future.Lesson Materials: Download the Presentation
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