Managing Retention Deep Dive Managing Retention Deep Dive
SIA Coaches
VP, Customer Success
Typeform
VP, Customer Success
Skilljar
  • Description
  • Course Syllabus
  • Coach Information
About This course
This course will give CSMs the skills, knowledge, and confidence to manage their clients more effectively to drive higher levels of retention.  

Through the four classes, you will learn how understanding your customers and key stakeholders can promote business success.

Our coaches will cover the relation of retention to your role and business metrics, the importance of engagement in managing retention, and the effect of recommendations and SMART goals on driving valuable outcomes for customers.

This course has been designed for anyone who is involved with the long-term retention of clients and would like to improve their processes, skills and strategies in this area. The course may also be relevant to those in leadership positions or aspiring leaders.

What impact this course will have:
  • Define your role in customer retention
  • Discover the key stakeholders in retention and their goals
  • Examine how having a firm understanding of your customer can promote better business results
  • Build effective engagement methods that help push for renewals
  • Achieve higher levels of retention by making recommendations that support your customer achieving their goals
Course Syllabus
September 13 2022
1/4
Class 1 | The Foundation of Retention

 

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

  • Define customer retention and recognize its importance
  • Map the voice of the customer
  • Discover your role in customer retention
September 15 2022
2/4
Class 2 | Understanding your Customer

 

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

  • Identify key stakeholders and emphasize their goals
  • Discover the importance of asking questions
  • Uncover metrics that drive success
September 20 2022
3/4
Class 3 | Customer Engagement Framework

 

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

  • Describe a successful customer engagement framework
  • List the different methods for approaching engagement
  • Relate the frequency of engagement to the customer journey
  • Develop a plan for adding value to your customer engagements
September 22 2022
4/4
Class 4 | Using Recommendations and Goals to Drive Value

 

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

  • Interpret recommendations that leverage the service to achieve the stated goals
  • Establish SMART goals to drive accountability 
  • Measure success and celebrate the win
Coach Information
VP, Customer Success
Typeform
Christine is an engineer by trade but has always enjoyed working in a customer facing environment; trying to help customers achieve success with the problem they are looking to solve. More recently, Christine’s latest passion is around Customer Suc...
VP, Customer Success
Skilljar
Sara Robba joined Skilljar in 2016. In that time, she has helped hundreds of companies implement or transform their customer education programs to drive product adoption and customer retention. As the VP of Customer Success, she oversees the Customer...