‎Show The Pavilion Podcast, Ep Ep 65: Using the Customers Language w/ Claire Carpenter - Apr 8, 2021

‎Show The Pavilion Podcast, Ep Ep 52: Customer Success in a Downturn w/ Leah Chaney - Mar 9, 2021

According to Gartner, 33% of B2B buyers prefer to not interact with sellers, in part because humans don't like being "sold to." And thanks to the easy access to detailed information, buyers increasingly don't need sellers. Therefore, as B2B sellers, we have to focus on providing as much value as possible. And what do buyers value most? Being understood. In this interactive course, we'll learn all about the powerful listening frameworks and practical tactics used by therapists, nonviolent conflict resolution experts, and the very best sales professionals.

Effective alignment between sales and customer success is vital for driving revenue growth and guaranteeing customer satisfaction. We've crafted a  comprehensive course to empower sales and customer success leaders with the expertise and abilities that are essential to establish cross-functional alignment, leading to enhanced customer outcomes and heightened business achievements. Through interactive sessions and practical exercises, participants will learn invaluable insights, proven strategies, and industry best practices. Students will gain a deep understanding of how to foster collaboration, streamline processes, and optimize customer engagement. You'll walk away from this course with a ready-to-use playbook packed with actionable alignment strategies that you can implement immediately, resulting in tangible revenue generation.

Customer success is not just about meeting your clients' needs-it's about identifying all the ways of potentially adding value for the customer and using that as an opportunity for growth....

Here are our three tips for a successful sales to CS handoff, helping to turn your prospect into a raving fan that will renew.

To provide exceptional service to their clients, customer success teams encounter various challenges, including retaining customers, managing customer churn, and staying competitive in the market. However, these hurdles can be...

‎Show The Pavilion Podcast, Ep Ep 87: The Keys To Customer Success, w/ Dan Steinman - May 30, 2021

‎Show The Pavilion Podcast, Ep Ep 5: Scaling Customer Success Teams from Scratch feat Anna Elwood - May 31, 2020

‎Show The Pavilion Podcast, Ep Ep 91: How Start-Ups Can Run Customer Success w/ Sydney Strader - Jun 6, 2021

Too many Product teams see Customer Success as an annoyance, but training CSMs to gather the right feedback will help grow your business.

LTV, ARPA, CMRR... There is no shortage of acronyms in the world of SaaS. Through this course, you'll gain a deep knowledge of how to use these metrics and use your own revenue data to make smart decisions. This could mean the difference between hitting that next revenue target in just months, versus over a much longer horizon. Students will learn the basics of the most important SaaS metrics including how to accurately measure and consistently grow recurring revenue in your sales or marketing leadership role.

Gain the expertise needed to excel in customer success leadership roles and make a lasting impact on your organization through our dynamic course, Optimizing CS Teams. Over three engaging sessions, you'll master the art of optimizing customer success teams, unlocking their full potential to achieve remarkable outcomes. Through interactive discussions, real-world case studies, and practical exercises, you'll build a strong foundation, maximize team performance, and learn to lead through challenges for sustained success. Enroll now and embrace your potential as a customer success leader driving exceptional results.

Advances in technology and customer expectations evolve at a rate that creates a knowledge gap among CS professionals. Without ongoing learning and honing of your skillset, that gap only widens. This school is designed to help you adapt and acquire the knowledge necessary to build and nurture CS relationships in an ever-shifting environment.CSM School is a 8-week certificate program that covers the latest strategies, best practices, and impactful trends in Customer Success. Whether you're new to CS or a seasoned veteran, this is the how-to school that will ensure you stand out among your peers and clients.

There comes a time in every SaaS company's journey when they have acquired enough customers and customer revenue to manage how customers are brought in methodically. This is when you need to set yourself up for success with the proper software – and that requires a Customer Success motion. In this course, you'll learn how a successful CS department doesn't require a fully built-out CS team with layers of management on day one. However, there are a few critical steps that will help ensure you are establishing a solid foundation during these early stages.

In today's competitive business landscape, Customer Success teams play a pivotal role in driving revenue retention and growth. To empower customer success professionals with the knowledge and skills they need to excel, we present our mini-course on "Customized Customer Segmentation and Personalization Strategies." In this course, you will discover the power of Layton Chaney's custom tiering methods and innovative customer segmentation techniques to transform your customer success efforts.

In today's competitive SaaS landscape, Customer Success is not just about maintaining relationships; it's about fostering growth and renewals as well as playing a strategic role in driving revenue. This three-week course is designed to empower Customer Success professionals and teams with the knowledge and strategies they need to excel in these critical areas.

Retention is more than having a playbook telling you when to contact a customer to discuss renewals. Retention is: Being able to project who will renew and ensure that you renew those who are on track, Identifying who is at risk and executing a plan to change that outcome proactively.

This 4-week course will give you the tools to impact your Retention at your company today so you can stop the costly hamster wheel of reactive "save campaigns." Prepare to roll up your sleeves and get some work done!