Cusomer Success Training: 

Our workshops teach Customer Success professionals the strategies, formulas, and activities behind the Customer Success Methodology. You’ll leave our workshops with actionable takeaways, new skills, and knowledge that will take your CS career to the next level. 

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Here's what we'll be teaching...

LESSON ONE  

In this lesson we will cover the fundamentals of strategic thinking and execution within Customer Success Management. We will introduce the concept and framework behind the Desired State of Customer Engagement and The Customer Success Methodology. You'll come out of this lesson thinking about Customer Success in a way like never before and it's sure to have an impact. 

LESSON TWO  

Lesson Two focuses on the best techniques, processes and tactics to starting customer onboarding smoothly and effectively. We'll start off with the Sales to CS handoffs, move to the to killer kickoff call techniques, through to onboarding fundamentals. Get ready to wow your customers from day one after learning and implementing these techniques!

LESSON THREE  

In this lesson we will cover the customer engagement. This will include the do's and don'ts of engaging with customers, best practices, and tactics that will ensure you are engaging with customers in an impactful and effective manner. We'll take engagement from disconnected ad-hoc conversations and a recurring schedule of calls to a well thought out engagement plan that will build deep relationships and be instrumental in customers achieving their goals. Not only will you help your customers achieve their outcomes but you'll be setting yourself up for success in your role too. 

LESSON FOUR  

In lesson four we will dive into Success Product Adoption (SPA). You'll learn the difference between Product Adoption and Successful Product Adoption. We'll cover how to help customers reach SPA status, how to measure it and tactics for Successful Product Adoption at each stage of the customer lifecycle. By the time you finish implementing these strategies and tactics your customers will wonder how they ever lived without you and your product. 

LESSON FIVE

Lesson Five will be our intro to expansion methods. Don't let the word intro fool you though. While we will cover the basics of expansion, each lesson previous to the lesson on expansion lays the foundation of how to achieve it through the natural course of the Customer Success Methodology. It will provider a smoother path that will deliver results. Whether your a CSM that is responsible for closing on expansion revenue or a CSM that hands expansion off to a teammate this lesson will help deliver results for you, your team and your customer. 

And So Much More ... 

Meet Your Instructor

Hi! I am Elizabeth Italiano and I am the founder of WnTD and the creator of the Customer Success Master Class Series. Previous to starting WnTD, I worked for organizations such as Xerox, Salesforce and Vend POS. My career and passion for Customer Success began 9 years ago and my enthusiasm and excitement for the CS profession has only grown over time. I am a firm believer that Customer Success is a business imperative that’s quickly becoming one of the most important business disciplines to master, which is why I created the Customer Success Master Class. My goal is to help business and Customer Success Professionals master their roles and careers in CS and through our consulting work in WnTD help organizations create and implement Customer Success strategies and customer-centric cultures. 

I remember what it was like when I was starting and growing my career in CS. I was always on the hunt for professional development and best practices that I could incoporate into my role. I remember many 12 + hour days, trying to keep up with an ever growing inbox, and endless customer meetings. I was often trying to create structure, strategy, methodologies, and processes that would allow my efforts to scale across my customer portfolios while providing a great customer experience and delivering results. 

I want to share what I've learned over the years, help you develop into the best possible Customer Success Professional you can be, as well as help individuals and teams scale their CS efforts. 

So come join me for a Customer Success Master Class workshop or sign up for our email list where I'll send you FREE useful and impactful CS strategies, tips and tricks. 

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