Negotiating Customer Success

Mindful Negotiating has created a unique program that offers up best-in-class, Harvard-backed negotiating principles combined with over a decade of real-world Customer Success experience.

The program has been designed to give CSMs the edge they need when dealing with complex, strategic customers. 

• CSM’s find themselves negotiating renewals, prioritizing initiatives, securing time with points of contacts, driving product feedback, and determining what success looks like for customers.

• The way we communicate day to day rarely enables parties to build the trust, and exchange the information critical to value-realizing .

• The CSM's toolkit is incomplete without the curiosity, empathy, and active listening skills to uncover the underlying needs of our counterparts. By doing so, they can create a culture of mutual gains, where both parties benefit from the negotiation.

By providing them with the tools and skills they need to negotiate effectively, training can help them to achieve better outcomes for their customers and their organization. Training can cover a range of topics, including negotiation theory, communication skills, and conflict resolution.

It can also include practical exercises and simulations to help CSMs practice their negotiation skills in a safe and supportive environment.

Negotiation is an essential skill for CSMs. By cultivating curiosity, empathy, and active listening skills, CSMs can uncover the interests beneath the positions and create a culture of mutual gains.

Finally, negotiation training can provide CSMs with the tools and skills they need to achieve better outcomes for their customers and their organization.