CSM’s are busy wearing multiple hats! Between juggling customer interactions, maintaining internal relations, keeping documentation and systems up to date and ensuring adoption, retention and upsell, the work of a CSM is both challenging and rewarding. How do you keep your team motivated through the challenges? While most CS Leaders understand how important this is, it isn’t always easy to maintain a motivated team environment.
This interactive session will focus on defining the right framework to keep your team motivated and performing well. By applying some common sense tactics and communication methods you will be able to keep you team engaged and reduce the friction and turnover that sometimes happens in CS Teams. Bring your challenges and ideas to share.
Setting the right goals for your Customer Success team is the first step for every CS exec. After all, your performance is measured based on your ability to meet or exceed these goals. But, moreover, your ability to understand your business and direct your team towards the right areas of work is dependent on clear signals from the business.
In this interactive session you will learn how to set up appropriate goals for the CS function in your company, looking at both leading and lagging indicators, commercial versus non-commercial goals, value for the customer versus value for the vendor and more. The objective of this session is to arm you with a framework and practical guidelines and tools to develop a balanced scorecard and effective set of goals to be measured.
Your goal with your QBR is to deliver a session that is tailored exactly to what your client needs and drives more value. You want your client to feel like you are their trusted advisor, totally in tune with their business needs. By participating in this session, you will gain access to all of proven tips, strategies, and secrets that would help you nail your next QBR.
A word from the session leader: "I've been leading discussions and training sessions for over two decades. While each event is a little different, they all have one thing in common: Attendees who show up (prepared) tend to see the most IMMEDIATE BIGGEST impact with their clients. If you want to get every bit of value of this track (and I know you do!), I've created a special workbook to help you follow along while participating in this session. Make sure you download and print your workbook in advance. This will help you stay 100% focused as we dive into new strategies to help you nail your next Quarterly Business Review" DOWNLOAD YOUR WORKBOOK HERE
