Value Realization Best Practices for Customer Success Management

(gentle music) - Hello and welcome to the Value Realization 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. A critical aspect of any customer success manager's role is to help customers to generate measurable value from the solutions they have purchased from the CSM's company. It's only by realizing value from a solution that a customer will want to renew or increase their existing service contracts, and or make additional product or service purchases. From the CSM's company's perspective, helping customers to understand the value they are getting, and therefore to continue to purchase more of its solutions, is precisely what customer success management is all about. From the customer's perspectives, the value realization stage is also critical, since it is during this stage that they actually start to realize a return from their investment in the CSM's company solutions. This course explains how CSMs can help customers both to maximize the actual value they attained from their solutions and also to measure and report on that value. The Onboarding and Adoption Best Practices course, will take you approximately one hour to complete and comprises 10 separate short videos contained within two sections. Section one is titled Understanding Customer Value, and section two is called Helping the Customer to Attain and Measure Value. You can watch the videos in any order you wish, but we think it makes most sense to start with video one and 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 fourth 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. (gentle music)