Every touchpoint throughout the customer journey – whether B2C or B2B – matters. Effectively managing this journey is critical to success for both the customer and the service provider.

Once onboard and using the service, customers need to feel that they have your organization’s support at every level. Yet, too often organizations complete implementation in a strong proactive manner, and then move to a reactive strategy. Organizations must develop and utilize a customer success experience that defines tasks, milestones, and alignment throughout the whole lifecycle. After all, successful outcomes are the main drivers of customer renewal and expansion.

The CSPN Customer Success & Strategy Program is designed for managers and team leads looking to deliver customer success by developing the mindset, metrics and strategies they can use today. The program supports individuals and organizations in creating business focused activities to manage the customer life cycle and drive adoption, renewals, upselling and advocacy.

All businesses – traditional, subscription-based or otherwise – need to maximize customer lifetime value to be profitable and succeed. With new customer acquisition costs exceeding the cost to retain existing customers, our Customer Success & Strategy Program provides the insight and perspectives to reduce churn while expanding accounts and increasing customer engagement.

Long-term success starts with the ability and knowledge of the individuals responsible for delivering it. Customer Success is and always will be about the people and their knowledge, skills and abilities. However important those first days are, the journey to customer success is constant and never ends.

Join us March 7th & 8th!

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This course qualifies as one prerequisite towards CCSS© designation

Have you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or resolved badly don’t go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity, absenteeism and high turnover.

Conflict comes about from differences – in needs, values and motivations. Sometimes it is through these differences that we complement each other, but sometimes these differences result in conflict. Conflict is not a problem in itself – it is what we do with it that counts.

It is important that we do something because whether we like it or not, conflicts demand our energy. In fact, an unresolved conflict can call on tremendous amounts of our attention. We all know how exhausting an unresolved conflict can be. It is not always easy to fix the problem but a great energy boost can come when we do. This program teaches you the techniques for proper conflict resolution that will leave you feeling satisfied and content.

Join us February 28, 2019!

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