Overview

(bright sparkling music) - Hello and welcome to the Engagement Evaluation Best Practices self-study training course here on LinkedIn Learning. My name is Rick Adams and I'm the Senior Consultant at practicalcsm.com and I will be your instructor for this course. We're delighted you've decided to undertake this short training program and before we begin with the training content itself, let me explain how it works and what is covered. Becoming a proficient and capable Customer Success Manager cannot happen overnight. Once you've learned the basic processes and best practices for the core activities that CSMs are involved in, you then need to put your learning to practice and try out those processes and best practices in real customer facing situations. In this way, and over time, experience can be gained and lessons can be learned to refine, improve, and hone the CSM's capabilities to the level needed to become fully capable as an expert Customer Success Management professional. But it's not enough just to do the work. Alongside the preparation, onboarding, adoption, and value realization activities that CSMs will perform as they work with their customers, they also need to evaluate both their own performance and that of the overall engagement in order to understand what is working well and what is either not working well, or even not working at all. Then the CSM can take proactive steps to repeat what works and fix what does not work. The engagement evaluation best practices course will take you approximately 30 minutes to complete and comprises five separate short videos contained within one section called, "The Engagement Evaluation Process." You can watch the videos in any order you wish, but we think it makes most sense to start with video one and then watch them in the order we've created them in as later videos will sometimes build upon theories and concepts previously explained in earlier ones. This course can be taken on its own or as the sixth of a series of seven courses that build upon each other to cover the entirety of Customer Success Management best practice in greater detail. We hope you enjoy this course and if so, please do look out for the other courses in this series. (bright sparkling music)