Customer Success Through an Economic Downturn

September 20, 2022 – October 11, 2022 | Virtual | Applications due September 8, 2022

Tuesdays from 11 AM – 12:30 PM ET

Designed for Analyst and Associate Members

Open to all Members

Members

$949
$499

Enterprise

$949
Included in Membership

Interested in a Pavilion for Teams corporate membership? Learn More

Overview

As we enter a period of economic uncertainty, companies are shrinking budgets, reducing headcount, and slowing their growth. Customer success is on the frontlines of seeing the impact of a downturn and must prepare to weather the storm while reducing churn and expanding accounts.

Led by experts in customer success, this course will teach students the impactful tactics on forecasting and planning for change, including building a risk mitigation strategy, identifying opportunities for value-adds with customers, forecasting churn and upsell revenue, and optimizing internal processes.

Not only will you learn how to positively impact your company during these times, you will also learn how to boost your career trajectory and stand out as an impactful leader within your organization.

Designers

Leader Box David Newton

David Newton

VP of Product and Customer Success at HANDLE Global

Leader Box Priyanka Upendra

Priyanka Upendra

Sr. Director of Customer Success at ASIMILY

Leader Box Shannon Schweser

Shannon Schweser

Director of Customer Success, Life Sciences at Egnyte

Information

About

Customer success is on the frontlines of seeing the impact of a downturn, and must prepare to weather the storm while reducing churn and expanding accounts.

Led by experts in customer success, this course will teach students the impactful tactics on forecasting and planning for change, including building a risk mitigation strategy, identifying opportunities for value-adds with customers, forecasting churn and upsell revenue, and optimizing internal processes.

Who Should Enroll

This course will be most impactful for customer success leaders and operators who are Analyst or Associate Pavilion Members. But, this course is open to ALL Membership levels – so any executive interested in this course can enroll.

Impact

By the end of this course, you will:

  • Reduce churn and grow revenue within your customer base
  • Increase ROI for your customers
  • Maintain strong NPS by positioning your company as a trusted partner
  • Increase renewals by designing creative contract structures and processes

     

Why Enroll

As we enter a period of economic uncertainty, companies are shrinking budgets, reducing headcount, and slowing their growth. Customer success is on the frontlines of seeing the impact of a downturn, and must prepare to weather the storm while reducing churn and expanding accounts.

Curriculum

Session #1
Forecasting and Planning for Change

September 20, 2022

By the end of this class, you will be able to:

  • Explain the impact of an economic downturn on SaaS businesses and apply those learnings to your company
  • Identify and avoid business risks (including churn, cost management, and employee RIFs)
  • Build a risk mitigation strategy
Session #2
Demonstrating Value and Empathy in a Downturn

September 27, 2022

By the end of this class, you will be able to:

  • Redefine your CS strategy to successfully navigate a downturn
  • Craft internal and external communication to ensure rapid recovery from downturn
  • Add value to existing customers through creative and innovative strategies
  • Define the essential traits for maintaining a value-driven culture within your organization
Session #3
Flexing your CS Fundamentals During Change

October 4, 2022

By the end of this class, you will be able to:

  • Measure and optimize your KPIs to understand which tactics and strategies are positively impacting your business
  • Identify areas for quick wins to drive scalable improvements in churn and revenue
  • Define new high-risk junctions
Session #4
October 11
Now What?

By the end of this class, you will be able to:

  • Quantify the ways you have driven impact on your business to drive career development opportunities
  • Develop a plan for showcasing and implementing key learnings within your team and organization

Members

$949
$499

Enterprise

$949
Included in Membership

Frequently Asked Questions

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