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CSVM- Customer Success Value Management

Class Duration CSVM Foundation: 12 hours CSVM Professional: 16 hours
Skill Level: CSVM Foundation: Fundamentals CSVM Professional: Intermediate

Description

Customer Success Managers (CSMs) are pivotal in ensuring customer satisfaction, retention, and growth within any company. Understanding the value derived from solutions and support resources is paramount for CSMs. The Customer Success Value Management (CSVM™) training and certification program by the StrategyOps Institute equips individuals with the knowledge and skills crucial for excelling in the field of Customer Success. Offering two levels of competency development – CSVM Foundation and CSVM Professional – this training empowers CSMs to ensure customers achieve their desired business outcomes, leading to retention, contract renewals, and revenue growth. CSVM skills are the key to transforming customers into advocates. The StrategyOps CSVM program covers essential skills and tactics across various aspects of customer success and value management. From understanding the fundamentals of the customer success lifecycle to employing effective communication strategies and driving value creation through technology solutions, participants gain invaluable insights. Participants learn to foster robust customer relationships, spot upselling opportunities, and effectively manage renewals and expansions. Moreover, emphasis is placed on tracking the correct metrics for each enterprise customer, such as SLAs, COAs (Customer Outcome Agreements), NPS, and CSATs, to gauge and enhance customer satisfaction. The program also emphasizes the importance of customer advocacy within organizations, fostering seamless collaboration across departments to address customer needs effectively. Completion of the CSVM training and certification empowers individuals to champion customer success, ensuring their needs are met and driving both customer satisfaction and business growth. Implement the CSVM program in your company and become a catalyst for customer success today!
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  • Course Outcomes and Topics Covered:

  • 1. Customer Success Lifecycle Value Fundamentals: Understanding the pivotal role of customer success in value creation is essential. This encompasses grasping the customer value lifecycle and effectively measuring customer outcomes throughout the solutions' value lifecycle. Impacting customer success through the strategic creation of business value with technology solutions is paramount.

  • 2. Upselling Opportunities with Value Management: Managing the overall health of customer accounts requires a proactive approach to identifying upselling or cross-selling opportunities. By mitigating potential churn risks and maximizing the value customers derive from products or services, CSMs contribute significantly to long-term customer success. Learning effective StrategyOps methods and tactics for understanding ongoing customer needs, identifying upselling opportunities, and driving customer satisfaction further enhances this process.

  • 3. Renewals and Expansion: Renewing customer contracts and identifying opportunities for account expansion are critical aspects of customer success. CSMs play a pivotal role in demonstrating ongoing value and return on investment (ROI) to customers. By understanding additional needs or emerging use cases, they can effectively identify opportunities for account expansion, contributing to both customer satisfaction and business growth.

  • 4. Customer Success Metrics: Managing the overall health of customer accounts requires a robust understanding of customer experiences and satisfaction levels. This entails identifying and tracking metrics that closely align with the customer's needs and expectations. Monitoring Service Level Agreements (SLAs), Customer Outcome Agreements (COAs), and key customer success indicators such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT) throughout the entire lifecycle facilitates effective measurement of success and enables timely interventions when necessary.

  • 5. Customer Advocacy: CSMs serve as advocates for customers within the organization, ensuring that their needs are not only understood but also addressed promptly and effectively.

  • The participants will receive:
  • Officially accredited student material.
  • Practical exercises and use cases.
  • Course completion diploma from the StrategyOps Institute.
Who is this course for?• Customer Success Managers• Project Managers• Service Engineers • IT Consultants• Anyone directly or indirectly involved in the customer journey.