Part 6 - Retention & Growth
Collaboration Strategies
One of the most challenging parts for a Customer Successs Manager is to identify up-sell opportunities and to grow their current Book of Business.
Let's be real, not every customer you manage will have an upsell opportunity. So it is important to manage your time wisely and identify a select number of customers for an upsell opportunity - Use the Pareto law principle 80/20 rule
Who is doing the upsell or cross-sell?
Toolkit
Career Framework
Career Framework
Career Framework
Account planning
87% of businesses know they have skill gaps or anticipate that they will have them within the next few years. Despite these impending knowledge shortages, only 40% of employees believe their company offers upskilling opportunities.
Let's be real, not every customer you manage will have an upsell opportunity. So it is important to manage your time wisely and identify a select number of customers for an upsell opportunity - Use the Pareto law principle 80/20 rule
Who is doing the upsell or cross-sell?
Toolkit
Skill Gaps analysis
Career Framework
Career Framework
Career Framework
Account-Based Marketing
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Career Framework
Career Framework
Career Framework
Enablement team
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Above & Below the Line
Career Framework
Career Framework
Career Framework
Building a successful cross-departmental strategy
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Career Framework
Career Framework
Career Framework
Fostering a Customer-Centric Culture
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Above & Below the Line
Career Framework
Career Framework
Career Framework
Best Practices: Diversity, Inclusion and Belonging
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Career Framework
Career Framework
Career Framework
Get to know your team: activities
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Above & Below the Line
Career Framework
Career Framework
Career Framework
Setting your team up for success
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Career Framework
Career Framework
Career Framework
Build your CSM brand
Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.
Toolkit
Above & Below the Line
Career Framework
Career Framework