Overview
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Learn about the essential preparatory research and analysis work that customer success managers should undertake when preparing for a new customer engagement.
Syllabus
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1. Preparing the Customer Success Manager
- Overview of preparing the customer success manager
- Providing a joined-up customer experience
- Sources for researching customer information
- Selecting and validating customer information
- Information to research, part 1
- Information to research, part 2
- Working with the customer: Key concepts
- Working with the customer: Credibility and rapport
- Meetings best practice
- Consultative questioning
