If you’re not growing, you’re dying

For a customer to be truly successful, we must help them achieve their FUTURE goals – not just today’s goals. Many CS teams believe that by simply driving adoption and building end user relationships a customer will naturally renew or buy more. However in today’s competitive, ever-evolving marketplace that’s simply untrue:

• Why proactive customer expansion is vital in today’s world
• How to determine which customers to focus efforts and resources on expanding
• Whitespace Mapping – how to identify upsell & cross-sell opportunities within your account base
• The 5 critical skills that unlock customer expansion
• Exploring the key touchpoints, milestones and qualifiers throughout the renewal lifecycle that maximise the likelihood of customer success and expansion

In today’s competitive business landscape, where buyers are inundated with countless options and information, trust has become the currency that drives successful relationships. When clients perceive you as a trusted advisor, they are more likely to seek your guidance and rely on your expertise. This status sets you apart from the competition and paves the way for sustainable growth, repeat business and enthusiastic referrals:

• The role of expertise in modern businesses
• The importance of building trust and rapport when dealing with customers
• The Trust Equation – how do we influence it?
• The difference between reactive & proactive customer success
• The key to becoming a bona-fide trusted advisor