Executing Successful Business Reviews Executing Successful Business Reviews
SIA Coaches
Freelance Customer Success Consultant
Customer Success Manager
Udemy
  • Description
  • Course Syllabus
  • Coach Information
About This course

High-performing CSMs succeed by focusing on delivering customer value.  Business Reviews are the ideal customer touchpoint to align on, drive, and validate the achievement of those outcomes and ROI.  

While regular, well-run business reviews keep customers’ health and attention focused on results, unsuccessful business reviews can feel like a wasted opportunity to maximize the value of your partnership. 

By the end of this course, you will be able to plan, deliver, and follow up with customers for effective and impactful business reviews. Learn to create compelling agendas, focus on what executives care about, up-level your delivery to optimize results, and strengthen customer relationships. 

This course is ideal for CSMs with a minimum of six months of experience who manage medium or high-touch accounts, as well as CS leaders.
What impact this course will have:
  • Define Business Reviews and their value in the Customer Lifecycle
  • Identify the typical areas of focus for executives and summarize how they may evolve over time
  • Identify actionable Business Reviews best practices to improve attendance, engagement, and ultimately results
  • Describe options and tactics available to help ensure a scalable Business Reviews process
Course Syllabus
June 21 2022
1/4
Class 1 | Planning for Business Reviews

 

By the end of this class, you will be able to…

  • Define Business Reviews and their value in the Customer Lifecycle
  • Summarize the frequency, duration, location, and audience for Business Reviews to ensure success 
  • Design and implement effective Business Review agendas
June 23 2022
2/4
Class 2 | Preparing and Delivering Business Reviews

 

By the end of this class, you will be able to…

  • Identify the typical areas of focus for executives and summarize how they may evolve over time
  • Align content to audience needs
  • Use best practices to effectively prepare for Business Review
June 28 2022
3/4
Class 3 | Up-level your BR Execution to Optimize Results

 

By the end of this class, you will be able to…

  • Identify actionable Business Review best practices to improve attendance, engagement, and ultimately results
  • Refine presentation skills to up-level your role and build trust
  • Strategize how to handle some of the most common Business Review challenges
June 30 2022
4/4
Class 4 | Following up after your Business Review

 

By the end of this class, you will be able to…

  • Define a Business Review follow up plan
  • Determine internal metrics for on-going Business Reviews
  • Describe options and tactics available to help ensure a ‘scalable’ Business Review process
Freelance Customer Success Consultant
Elaine is a Customer Success Professional with over 25 years of experience creating, executing, and innovating CS processes for delivering high performance and growth. Her 7 year tenure at Gainsight was the most rewarding of her career. When she’s ...
Customer Success Manager
Udemy
Alex is currently a Customer Success Manager (CSM) at Udemy where he manages a book of business of $2M - $2.5M of SMB and Mid-Market customers. Prior to Udemy, he was a CSM at “the” Customer Success company, Gainsight, where he was one of the ear...