PODCAST
The three questions that sell the new range
Two minutes before opening, in the words of your top associates
0:00 2:05 1×
Forge for Customer Success reads your CRM and support platform in real time. It coaches CSMs on health scores, expansion signals, renewal risk and QBR prep, measured in NRR, logo retention, time-to-value.
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CSMs juggle 40-80 accounts each. They cannot prep every QBR, catch every churn signal, or run every expansion play. Forge is the always-on CS coach that surfaces the right action on the right account at the right time.
Forge reads health scores, usage trends, support tickets, contract dates. Surfaces the right play per account, not a generic CS handbook.
Trained on your expansion motion, your renewal playbook, your QBR template. Every CSM becomes your best CSM at scale.
Forge proves which coaching moments moved which account outcome.
Sometimes the moment calls for a 90-second flashcard. And sometimes for a role play before a difficult conversation. The coach reads the moment and pushes the right format or the user asks for the one they need. 15+ activity types today, including these:
Film it, the coach checks it. Film a kitchen, a shelf or a workstation. The coach checks it against your standards and says what to fix.
Practise before the real thing. Tutor, assessor or role play, practise the difficult conversation, the live demo, the regulator interview before the real one.
Listen on the way. Lecture, interview or Q&A audio formats, listen on the commute, between sites, or before the 1:1.
Ask, and the coach answers from your content. Your methods, your procedures and your team's context, with the sources.
Remember what matters. Spaced-repetition cards on the policy, the playbook, the product. Built for retention.
The coach comes to you. A nudge at the right moment, before the meeting, the shift or the launch.
Every step moves the programme on. Each activity completed counts in the programme, and the coach suggests what comes next.
Configure each coach with your CS playbook, your tiering model, your renewal process, your expansion criteria. Forge makes your CS team scale without cloning your best CSM.
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