Customer Success Leadership Bootcamp: Course #4
Course 4 of the CS Leadership Bootcamp: four on-demand lessons on running an NPS program, setting CSM leverage ratios, managing renewals, and onboarding.
TL;DR
- Course 4 of the ClientSuccess CS Leadership Bootcamp bundles four on-demand lessons led by Kristi Faltorusso.
- The lessons cover running a consistent NPS program as part of Voice of Customer, designing CSM leverage ratios, managing the renewal process start to finish, and executing a flexible onboarding framework.
- Each lesson includes a downloadable presentation.
Lesson #1Using Your NPS Campaign to Power Your BusinessOver the years many have claimed that NPS or Net Promoter Score has lost its value and was not a program worth executing. Kristi spends this 60 minute session unpacking the value of a well executed and consistent NPS program as it can be a core component of your Voice of Customer (VOC) program.Lesson Materials: Download the PresentationLesson #2Designing Leverage Ratios for Your CS TeamJoin Dave Blake, CEO/Founder of ClientSuccess as he hosts Kristi Faltorusso, VP of Customer Success at ClientSuccess to discuss creating the proper leverage ratios for CSMs. Seems to be every company is still trying to figure out their magical number of customers any one CSM can manage and the truth is, this is specific to every single business. Join Kristi as she breaks down all of the criteria you should consider when coming up with your perfect model.Lesson Materials: Download the 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Lesson #3Managing the Renewal Process from Start to FinishWith so many Customer Success teams taking over and managing the renewal process it is so critical for teams to know how to effectively manage the entire process from start to finish. Join Dave Blake, CEO/Founder of ClientSuccess, as he hosts Kristi Faltorusso, Chief Customer Officer, as she takes you through a comprehensive renewal journey. Hear her approach on things like the timeline, ownership, process and automation.Lesson Materials: Download the PresentationLesson #4Executing a Flexible Yet Repeatable Onboarding FrameworkWe know effective and successful Onboarding supports the long term success of your customers, so we have to focus on enhancing the process and designing something more flexible for our customers. Join Dave Blake, CEO/Founder of ClientSuccess, as he hosts Kristi Faltorusso, Chief Customer Officer, in a discussion around building a flexible onboarding experience that focuses on outcomes not timelines.Lesson Materials: Download the Presentation
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