Course date

  • 16th January - 3rd February 2023

What you will master in this program

  • Raising your Objective Confidence to avoid people pleasing and overcome imposter syndrome

  • Get clear on what an ongoing relationship with our customers really means and how to leverage that to help them be successful

  • Unlock the power to Goal Discovery to ensure your customers are successful now and consistently in the future

Weekly Schedule and Time Input

Agenda

Week 1 -  Confidence

Raise your Objective Confidence to avoid people pleasing and overcome imposter syndrome

We start this program off strong by jumping right into something that all CSMs will face at one time or another, regardless of tenure, and that's a lack of confidence. For most, this will be an occasional thing, but for some, a lack of confidence is their normal. This can hurt your relationship - and certainly positioning - with the customer. You’ll leave this week with an understanding of Subjective vs. Objective Confidence, a framework for raising your Objective Confidence level, and Brainstorming framework that will help you prepare for the unknowns in your customer meetings.


Week 2 - Relationship

Get clear on what an ongoing relationship with our customers really means and how to leverage that to help them be successful

Like many concepts in Customer Success, the idea of an Ongoing Relationship with the customer seems obvious. It doesn't seem like something that needs to be defined or analyzed. It just is. But have you ever truly considered why this relationship exists? From the customer’s perspective? And what even is a relationship? This week we’ll get to the bottom of what makes up a relationship with a customer, why it exists, and how you fit in. You’ll leave this week with frameworks and mindset ideas on how to take full advantage of this unique element that makes Customer Success so powerful: the relationship with the customer.


Week 3 - Goals

Unlock the power to Goal Discovery to ensure your customers are successful now and consistently in the future

Each of your customers has a goal. Whether you choose to spend time discovering those goals or ensuring that you’re constantly aligned on updated, new, and stacked goals is up to you. But your customers have goals whether you know about them or not. Your value in their eyes goes up the more they see you as helping them achieve their goals and vice versa. It literally pays - in more ways than one - to understand, align, prioritize, and plan around the customers goals. You’ll leave this week with a powerful framework for Goal Discovery that will transform how you work with your customers.

Weekly schedule

  1. 1
    • Welcome & Overview

    • Course Start survey

    • Workbook week 1

    • Concepts & Common Definitions

    • Monday Prep-work: Confidence Overview

    • Monday Prep-work:- Objective Confidence

    • Tuesday - Live session (4-5 pm CET)

    • Wednesday - Scenario Week 1

    • Thursday - Live session (4-5 pm CET)

    • Friday - Quiz week 1

  2. 2
    • Workbook week 2

    • Monday - Pre-recording Relationship

    • Tuesday - Live session (4-5 pm CET)

    • Wednesday - Scenario Week 2

    • Thursday - Live session (4-5 pm CET)

    • Friday - Quiz Week 2

  3. 3
    • Monday - Pre-recording Goals & Motivation

    • Pre-recording Joint accountability

    • Workbook week 3

    • Tuesday - Live session (4-5 pm CET)

    • Wednesday - Scenario week 3

    • Thursday - Live session (4-5 pm CET)

    • Friday Quiz Week 3

Speakers

Lincoln Murphy

Lincoln Murphy is a world-renowned growth architect, consultant, author and speaker. As one of the earliest evangelists for Customer Success, Lincoln was invited to co-author the book on Customer Success.

Johan Nilsson

Johan Nilsson is a Swedish technology entrepreneur. He has a long background building SaaS-companies and is presently the CEO & founder of Startdeliver, a next generation Customer Success Software.