CCO School

Outline

Session #1: The Customer Movement

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

• Determine your customer persona(s) by answering who, what, where, why, and how
• Look at your own positive and negative customer success experiences to develop a posture of service
• Handle customer challenges by defining accountability across the organization, creating escalation plans, adopting executive sponsors, and more
  
  

Session #2: Going from Cost Center to Revenue Generating Team

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

• Define cross-functional accountability as it relates to the customer experience (CX), as every single employee plays a hand in CX
• Evolve CX as the needs of your company and customer evolve,  because sales is not the only growth path
  
  

Session #3: The Fundamentals of Customer Success Leadership

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

• Build the ideal org structure and roles that create strong cross-functional relationships, deliver a better customer experience, and drive more revenue
• Define and execute against your customer journey, creating a seamless experience
• Make continuous improvements with productivity tools, automations, and by measuring results to make data-driven decisions
  
  

Session #4: Churn/Advocacy & The 4A’s

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

• Identify the necessary action items that are needed in each phase for onboarding, renewals, expansion, and churn reduction
• Use the 4 A’s (Acquisition, Activation, Adoption, and Advocacy) to compel better cross-team collaboration, create a plan of action, and more effectively communicate
  
  

Session #5: KPIs and Performance Management

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

• Select different KPIs to measure success (ex. Net Revenue Retention, Expansion goals, quotas, CSQO, Referrals, etc)
• Tier clients based on their customer support needs to improve satisfaction while decreasing the cost to serve
• Use the POD system to create and easily monitor focused teams that work together to complete tasks driving better communication and execution
  
  

Session #6: Creating the Customer Journey and the CS Playbook

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

• Create a customer journey that is cross-functional, customer-centered, value-driven, measurable, and adaptable
• Synthesize the entire Customer Experience through Alignment Diagrams that include the Journey Map, Experience Map, and Service Blueprint
• Build playbooks using your understanding of the Alignment Diagram and the Customer Lifecycle
  
  

Session #7: Diversity, Equity, and Inclusion in CS

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

• Create a safe space for all employees to work using the 4 quadrants of psychological safety (learner, challenger, collaborator, and inclusion safety)
• Make culture improvements that impact the bottom line by gaining an understanding of employee’s thoughts and feelings
• Take action to have your Customer Success Committees reflect the diversity of your customer base
  
  

Session #8: Sales and CS: Beauty and The Beast

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

• Create swimlanes to reinforce and remind the client what the roles, responsibilities, and objectives of their success team are
• Deliver a better customer experience and drive more revenue for your organization
  
  

Session #9: Breaking Down Silos

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

• Divide CX into phases and define each phase to identify where individual customers are along the journey
• Set a communication cadence to work together instead of against each other
• Embrace failure to create positive change
  
  

Session #10: The Future of Customer Success

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

• Divide CX into phases and define each phase to identify where individual customers are along the journey
• Set a communication cadence to work together instead of against each other
• Embrace failure to create positive change