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Quick advice for CSMs to manage, retain, and grow their book of business
What you'll learn
Comfortably navigate complex client relationships
Efficiently manage and forecast your book of business
Maximize your cross-functional partnerships
Identify pain points and resolve them quickly
Discover strategies that are key to delivering building mutual success
Requirements
Learners should already know basic SaaS concepts.
Learners should have a general understanding of the customer lifecycle.
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FILE LIST
Filename
Size
~Get Your Files Here !/1. Introduction/1. Instructor Introduction.mp4
37.7 MB
~Get Your Files Here !/1. Introduction/1.1 Customer Success Terminology for Smart Tips.xlsx
40.8 KB
~Get Your Files Here !/10. Amplifying champions/1. Recognize your allies.mp4
28.5 MB
~Get Your Files Here !/10. Amplifying champions/2. Capturing Champion testimonials.mp4
19.7 MB
~Get Your Files Here !/10. Amplifying champions/2.1 Tips for Testimonials.pdf
158.4 KB
~Get Your Files Here !/11. Handling Detractors/1. Strategies to overcome naysayers.mp4
25.4 MB
~Get Your Files Here !/11. Handling Detractors/2. Uncover motivations for haters.mp4
48.7 MB
~Get Your Files Here !/12. Low-touch and high-touch strategies for communication/1. How to be efficient with low-touch clients.mp4
28.6 MB
~Get Your Files Here !/12. Low-touch and high-touch strategies for communication/2. Engaging Decision Makers asynchronously.mp4
33.2 MB
~Get Your Files Here !/12. Low-touch and high-touch strategies for communication/3. Choosing impactful high-touch touch points.mp4
26.4 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/1. The importance of acurate forecasting for CSMs.mp4
9.7 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/1.1 Forecasting Overview.pdf
79.4 KB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/10. The art and science of CS team forecasts, for leaders.mp4
14.8 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/10.1 Team forecast calculator.pptx
1.1 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/2. How to calculate NRR.mp4
8.5 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/2.1 NRR Calculator and practice.pptx
1.2 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/3. Defining Key Performance Indicators (KPIs).mp4
30.1 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/4. Calculating Net Promoter Score (NPS).mp4
15.4 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/4.1 NPS Calculator and practice.pptx
1.2 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/5. Using Opportunity Stages for forecasting (when CS software isn't available).mp4
42.5 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/5.1 forecasting with sales stages for startups with only CRM.pdf
323.1 KB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/6. Choosing the types of churn to monitor.mp4
19.6 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/6.1 Logo churn calculator and practice.pptx
1.2 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/7. Forecasting with common churn risk indicators.mp4
28.9 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/7.1 Forecasting with churn risk modifiers.pptx
1.1 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/8. Customizing customer Health Scores.mp4
36.9 MB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/8.1 Forecasting with health scores practice.pdf
296.9 KB
~Get Your Files Here !/13. Metrics that matter; forecasting your Net Recurring Revenue (NRR)/9. Forcasting your book of business using health scores.mp4
22.3 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/1. Manage risks proactively.mp4
42.1 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/10. Dealing with objections and competitors.mp4
21.8 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/2. Acquiring quantitative and qualitative feedback.mp4
12.2 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/3. Navigating Execuitive Sponsor changes.mp4
32.2 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/4. Strategies for engaging unresponsive customers.mp4
21.9 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/5. Managing Product development expectations.mp4
22.9 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/6. Mitigating the impact of bugs.mp4
28.3 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/7. Managing the impact of system outages (down-time).mp4
11 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/8. Addressing territory realignment and CSM changes.mp4
31.1 MB
~Get Your Files Here !/14. Idenfitying and managing churn risk to maximize Net Recurring Revenue (NRR)/9. Navigating your client's organizational changes.mp4
30.9 MB
~Get Your Files Here !/15. Time Management for Customer Success/1. Balancing proactive, operational, and reactive work.mp4
33.6 MB
~Get Your Files Here !/15. Time Management for Customer Success/2. Calendar blocking strategies.mp4
18.9 MB
~Get Your Files Here !/15. Time Management for Customer Success/3. Proactively scheduling proactive work.mp4
19.5 MB
~Get Your Files Here !/15. Time Management for Customer Success/4. Putting out customer fires.mp4
24.6 MB
~Get Your Files Here !/15. Time Management for Customer Success/5. Maximizing the benefits of your tools.mp4
22.7 MB
~Get Your Files Here !/15. Time Management for Customer Success/6. Never fail alone, communicating with your supervisor.mp4
19.4 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/1. Asking the right questions to present product ideas.mp4
27.2 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/1.1 Product requirements gathering framework.pdf
79.5 KB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/2. Prioritizing client's feature requests.mp4
24.8 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/2.1 Prioritizing feature requests framework.pdf
138.3 KB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/3. Advocating for the Voice Of the Customer (VoC).mp4
15.5 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/4. Amplifying your happy customers.mp4
22.9 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/5. Directing customers to support.mp4
26.9 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/6. What to do when clients don't pay.mp4
26.2 MB
~Get Your Files Here !/16. Working cross-functionally in a SaaS company/7. Navigating internal executive relationships in start-ups.mp4
26.5 MB
~Get Your Files Here !/17. Conclusion/1. Thank you. Revisit this course any time to find a tip when you need it..mp4
11.1 MB
~Get Your Files Here !/17. Conclusion/1.1 www.recastsuccess.com.html
91 B
~Get Your Files Here !/2. Smooth Sales to Customer Success Handoffs/1. Setting expectations with sales.mp4
19.5 MB
~Get Your Files Here !/2. Smooth Sales to Customer Success Handoffs/1.1 Handoff checklist.pdf
89.2 KB
~Get Your Files Here !/2. Smooth Sales to Customer Success Handoffs/2. Clarify the client's expectations.mp4
19.1 MB
~Get Your Files Here !/2. Smooth Sales to Customer Success Handoffs/3. When clients aren't a good match.mp4
23.7 MB
~Get Your Files Here !/2. Smooth Sales to Customer Success Handoffs/3.1 Customer Match Evaluation framework.pptx
1.4 MB
~Get Your Files Here !/3. Preparing for your customer kickoff/1. Create relationships while it is fresh.mp4
19.6 MB
~Get Your Files Here !/3. Preparing for your customer kickoff/1.1 Kickoff Agenda Framework.pdf
71.6 KB
~Get Your Files Here !/3. Preparing for your customer kickoff/2. Aligning expectations for kickoff.mp4
24.1 MB
~Get Your Files Here !/3. Preparing for your customer kickoff/2.1 Discovery questions.pdf
235.2 KB
~Get Your Files Here !/3. Preparing for your customer kickoff/3. Trust but verify.mp4
21.4 MB
~Get Your Files Here !/4. Planning for mutual success/1. Good Success Plans start with discovery.mp4
16.6 MB
~Get Your Files Here !/4. Planning for mutual success/1.1 Mutual Success Plan Template.pptx
1.4 MB
~Get Your Files Here !/4. Planning for mutual success/2. Identify major detractors early.mp4
23.4 MB
~Get Your Files Here !/4. Planning for mutual success/3. Get commitment for the next steps.mp4
21.2 MB
~Get Your Files Here !/4. Planning for mutual success/4. Keep the momentum going.mp4
16.4 MB
~Get Your Files Here !/4. Planning for mutual success/4.1 Follow up Checklist.pdf
114.5 KB
~Get Your Files Here !/5. When should Customer Success start to engage/1. Let Sales sell.mp4
34.2 MB
~Get Your Files Here !/5. When should Customer Success start to engage/2. Once the ink is dry, the clock is ticking.mp4
27.1 MB
~Get Your Files Here !/5. When should Customer Success start to engage/2.1 TTV Infographic.pdf
153.8 KB
~Get Your Files Here !/6. Discover the 5 stakeholder types/1. Embrace the Execuitve Sponsor.mp4
20.3 MB
~Get Your Files Here !/6. Discover the 5 stakeholder types/2. The key Point of Contact (PoC) is the key to your success.mp4
19.5 MB
~Get Your Files Here !/6. Discover the 5 stakeholder types/3. Identify your End Users to ensure use.mp4
20 MB
~Get Your Files Here !/6. Discover the 5 stakeholder types/4. Champions are your secret weapon.mp4
31.6 MB
~Get Your Files Here !/6. Discover the 5 stakeholder types/5. Don't overlook the Decision Maker.mp4
18.5 MB
~Get Your Files Here !/7. Communication planning with your key Point of Contact/1. Personal and professional goals motivate your PoC.mp4
28.8 MB
~Get Your Files Here !/7. Communication planning with your key Point of Contact/1.1 PoC Motivators.pdf
88.4 KB
~Get Your Files Here !/7. Communication planning with your key Point of Contact/2. Build shared accountability through Mutual Success Plans.mp4
25.2 MB
~Get Your Files Here !/7. Communication planning with your key Point of Contact/2.1 Mutual Success Plan Template.pdf
81.5 KB
~Get Your Files Here !/7. Communication planning with your key Point of Contact/3. How to have efficient recurring meetings.mp4
25.6 MB
~Get Your Files Here !/7. Communication planning with your key Point of Contact/3.1 Monthly Recurring Meeting Template.pdf
127.1 KB
~Get Your Files Here !/8. Engaging Executive Sponsors/1. Adapt your communication style.mp4
12.5 MB
~Get Your Files Here !/8. Engaging Executive Sponsors/2. Asynchronous communication helps you scale.mp4
20.1 MB
~Get Your Files Here !/8. Engaging Executive Sponsors/3. Examples of impactful VIP touches.mp4
23.1 MB
~Get Your Files Here !/9. Managing Cross Functional contacts at your client/1. Managing managers in a matrixed organization.mp4
21.3 MB
~Get Your Files Here !/9. Managing Cross Functional contacts at your client/2. Engaging technical teams.mp4
20.8 MB
~Get Your Files Here !/9. Managing Cross Functional contacts at your client/3. Avoiding PITA (Procurement, InfoSec, Taxes, and Attorneys).mp4
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