About You

You are coming from a modern customer success team. You have great customer success stories. You have data + analytics but you need to get all these things working better for you and your customer. You represent a SaaS, recurring revenue or multi-stakeholder enterprise solution. Your churn is higher than it should be and everyone is looking to your department to contribute to that 80% of company revenue we've all been hearing about. Time for The Scale-Up Group's core B2B Customer Success training workshop! 

In this Workshop you will...

Have fun with other CSMs! You will get to role-play common renewal, up-sell and cross-sell scenarios, interact with CSM peers in  similar B2B situations and take an enlightening personality test that will highlight strengths and areas of development. 

We know creating value through serving is a noble profession. Success work demands a lot and you deserve a playful and engaging workshop to reenergise. 

Agenda 

This Scale-Up Group Fundamentals Workshop is tailor-made for the modern CSM and the realities of a SaaS, recurring revenue and those who sell to enterprise clients. Did you know most enterprise deals now involve more than 6 decision-makers? We'll help you manage these stakeholders without the need for concensus and expand value with your customers.

• Tuesday August 14th (16:30 - 18:30) Kicking off Long-term Partnerships: Opening the partnership and creating flawless handoffs with sales. 

• Learn about our method for opening up a kick-ass customer journey

• Wednesday August 15th (16:30 - 18:30) Creating Moments of WOW: Strong enough for sales but made for CSMs

• Get ahead of churn by creating a renewal plan; increase wow with a kick-ass customer journey that meets a purpose

• Thursday August 16th (16:30 - 18:30)  Customer Renewal, Up-Sell and Cross-Sell: Turning users into advocates and evangelists and handling any objection

• Renew at least 80% of your customers and convert users into advocates and evangelists. 

Results

You will leave each night with something inspiring and energizing to practice the following week. You will be given the tools to establish a powerful customer journey, add value through insight to any conversation, and engage your toughest customers. You will walk away with personal insight into your strenghts and how to enhance them. You will see a difference in your renewal, up-sell, cross-sell rates and collaboration with business partners. 

Trainer 

Daniel Douglass or alternate Scale-Up Group Coach 

Also Includes

Light food, drinks, coffee, tea, fruit water, wifi, call rooms and free working space + optional Happy Hour following afternoon sessions at WeWork. 

Materials

This workshop will include a Commercial personality type Self-Assessment. All results are confidential and used to focus your individual learning and partnership skills. All printed materials are to be kept and we will set you up for easy repetition and reference following the course. Most will be available should you lose those carbon based documents we still hand out on our Steel Our Stuff page. The really good and juicy reprints must be requested by e-mail at hello@thescaleupgroup.com.

Our self assessment is a proprietary tool and you must be a Scale-Up Coach or licensed partner if you wish to conduct it for your organization or with clients.

Our Scale-Up methods come from years of practice and refinement. Our work is focused in support of B2B scaleups and companies running lean, agile, and self-managing practices.

If you decide not to take the course, we encourage you to use our open source methods under the terms of service and take any thought leadership that serves you.

Cancelation and Tranfer or Special Policy

We do not provide refunds on a cancellation (unless The Scale-Up Group cancels) but we will allow you to move a workshop to a different night or venue with up to 1 days notice. If you would like to book a private coaching or group session you may book with us at your place or our WeWork locations in Amsterdam, London, Washington, D.C., Dallas, and Singapore. 

Cancelation and Tranfer Policy

We do not provide refunds on a cancellation (unless The Scale-Up Group cancels) but we will allow you to move to a different night or venue with up to 1 days notice.

You can't hack partnerships. But you can be confident navigating the renewal together.