Date post: | 17-Jan-2017 |
Category: |
Leadership & Management |
Upload: | emilie-dubau |
View: | 91 times |
Download: | 1 times |
6months&200employees
205hoursoftraining
+3500videosviewed
WHY IS THIS SESSION IMPORTANT?
What happened when we finally launched our training center?
WHAT IS YOUR MAIN CHALLENGE?
What is your main challenge when it comes to training and developing your CSMs in EMEA?
A. Lackof2me&budgetB. LowemployeeengagementC. Failuretoiden2fyneedsD. MissingdedicatedtrainingresourceE. Deficienttechnologicalinfrastructure
HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA
HowtotrainanddevelopCSMsacrossEMEA(remoteoffices)whenyouhavenoresource,nobudgetandliLle2me
5 TIPS
1. Hirediverseprofiles
2. Buildastructuredbutcrea2veonboarding
3. Harnessthepowerofpeer-to-peertraining
4. Curatefreestuff
5. ConstantformalisedfeedbackwithKPIs
FOCUS ON KPIs
● NPS
● CSAT&ClientFeedback
● Workload
● Quizzes
● Peer-to-PeerFeedback
● S.M.A.R.T.Goals
RECAP
1. Hirediverseprofiles
2. Buildastructuredbutcrea2veonboarding
3. Harnessthepowerofpeer-to-peertraining
4. Curatefreestuff
5. ConstantformalisedfeedbackwithKPIs
MY CURATED FREE STUFF
NewsleLers/Blogs● GlideConsul2ng● Gainsight● Totango● CustomerSuccessAssocia2on● Amity● FirstRoundReview
● TSIA
Books● CustomerSuccess(Gainsight)● BuilttoServe:YourCustomerSuccessPlaybook
(GlideConsul2ng)
Communi2es● SuccessHacker● LinkedIngroup● Meetups(PulseLocal)
Podcasts● SaaStrOfficialPodcast● StrengthsinAc2on● TheModernCustomer