Establishing a Customer Success Plan: the essential course for Customer Success Managers and Onboarding Specialists
In an environment where customer loyalty and long-term value are major strategic levers, this 1.5-hour e-learning course gives you the keys to designing and managing an impactful and operational Customer Success Plan.
Why take this training?
The Customer Success Plan is much more than a simple document:
• It structures the relationship between your customer and your solution
• It aligns the customer’s business objectives with the capabilities of your product
• It guarantees the ROI perceived during the onboarding phases through to long-term retention
• It equips the Customer Success Manager to establish proactive collaboration
Highlights of the course
You You will follow a clear progression in 6 modules designed for immediate implementation:
- Why a Customer Success Plan? : Discover the strategic challenges, business benefits, and risks of an unstructured approach.
- The fundamentals of an effective plan: Familiarize yourself with key models (SMART, Success Milestones, Success Mapping, etc.).
- Best construction practices: Learn how to define objectives, engage the customer, share governance, and prioritize KPIs.
- Adapt according to customer profiles and contexts: SaaS, B2B, complex cycles, etc. Learn how to customize the plan based on different typologies.
- Immersive simulator: strategic customer interview: Experience a guided interview with a virtual customer and practice asking the right impactful questions.
- Mega validation quiz: Test and consolidate your knowledge independently with realistic cases and intelligently designed multiple-choice questions.
What you will be able to do after the training
• Structure a first meeting to Co-construct a Plan
• Identify the right indicators and define the right milestones
• Align all stakeholders around the definition of success
• Adopt an advisory stance while strengthening customer relationships
Target audience:
• Customer Success Managers
• Customer Onboarding Specialists
• Anyone involved in B2B digital loyalty
Estimated duration: 1h30
Format: 100% Digital Learning – Available off-the-shelf
Level: Intermediate / Advanced
Language: French
