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Communications Masterclass for CSMs: Part Two
According to Warren Buffet, being a good public speaker can increase the value of a career by 50%. This year, Jeff Weiner, the CEO of LinkedIn, shared the number one soft skill employers across the country are demanding -- interpersonal communication. It’s no secret. In business, someone who can build rapport with a customer and effectively communicate is highly valuable, and has many more opportunities to advance than someone who struggles to speak convincingly.

In Part Two of this three Part Communications Masterclass for CSMs, we will cover how you can improve your speaking ability to engage, align, and collaborate with customers and colleagues. We will also learn how to leverage non-verbal communication to build and maintain rapport while reinforcing spoken messages.

In Part One, we covered common mistakes and best practices for CSMs to leverage to be better communicators. In Part Two, we’ll apply these best practices to help you prepare for and lead customer engagements using your speaking and active listening skills. We’ll explore more complex scenarios that involve comforting an irate customer, and getting realigned after overcoming shared challenges like missed deadlines or extended service interruptions.

Jan 29, 2019 11:00 AM in Pacific Time (US and Canada)

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Paul Reeves
CEO @Customer Kaizen
Paul Reeves is the CEO of Customer Kaizen, a consulting company that specializes in helping companies launch or rebuild scalable, and profitable customer success. As VP of Customer Success for high growth B2B enterprise SaaS companies, he’s built Customer Success teams that provided revenue generating and brand building services. He’s implemented best of breed programs that profoundly improved NPS, going from negatives to high 60s. For the past 2 years, Paul has been honored by the CS community to be voted a Top 100 Customer Success Influencer by his peers. Paul is a founding member of the Customer Success Network, and the Customer Success Standards Initiative.