Essential Customer Success

Essential Customer Success, available at $89.99, has an average rating of 4.48, with 57 lectures, 5 quizzes, based on 528 reviews, and has 1803 subscribers.

You will learn about An approach that will help you to proactively improve retention Tools that will improve adoption and expansion The daily practices required to be a professional Customer Success Manager This course is ideal for individuals who are A course for those who aspire be Customer Success Managers, those new in position or those who already consider themselves accomplished. The rigorous approach and underlying framework has been built on decades of experience so there is something for everyone, whatever their interest in Customer Success Management. It is particularly useful for A course for those who aspire be Customer Success Managers, those new in position or those who already consider themselves accomplished. The rigorous approach and underlying framework has been built on decades of experience so there is something for everyone, whatever their interest in Customer Success Management.

Enroll now: Essential Customer Success

Summary

Title: Essential Customer Success

Price: $89.99

Average Rating: 4.48

Number of Lectures: 57

Number of Quizzes: 5

Number of Published Lectures: 56

Number of Published Quizzes: 5

Number of Curriculum Items: 64

Number of Published Curriculum Objects: 63

Original Price: £89.99

Quality Status: approved

Status: Live

What You Will Learn

An approach that will help you to proactively improve retention
Tools that will improve adoption and expansion
The daily practices required to be a professional Customer Success Manager

Who Should Attend

A course for those who aspire be Customer Success Managers, those new in position or those who already consider themselves accomplished. The rigorous approach and underlying framework has been built on decades of experience so there is something for everyone, whatever their interest in Customer Success Management.

Target Audiences

A course for those who aspire be Customer Success Managers, those new in position or those who already consider themselves accomplished. The rigorous approach and underlying framework has been built on decades of experience so there is something for everyone, whatever their interest in Customer Success Management.

Learn from an instructor that has lead customer success and professional services teams for two decades, has managed multi-million dollar businesses and has advised some of the largest and most well-known organisations in the world including Ikea, Unilever, Nestle, Amex and many, many more. Benefit from real, practical experience proven to drive best-in-class retention, revenue and to make you and your customer successful.

We are living in the customer-centered economy requiring an unerring focus on the customer and their success. This course is a full, practical and thorough insight into the skills and routines requires to be a Customer Sucess Manager. You will learn

What Customer Success is and the key requirements of your role
How to measure customer health
What to do to improve customer health
How to understand your customers and their needs
How to segment your portfolio of customers and prioritise your time
How to manage your manager
How to balance the needs of your customer and your business
How to manage your day as a CSM

This course is underpinned by a structured, comprehensive, and practical customer success framework that you will be able to take away, adapt and apply to your customers in your business.

So, if you want your customers, your team and you to be successful then join me on this course today.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Who is this course for?

Lecture 3: Course Goals

Lecture 4: Your Instructor

Lecture 5: The no bullet point guarantee.

Chapter 2: The SaaS Secret No One Wants to Talk About

Lecture 1: The SaaS Secret No One Wants to Talk About

Chapter 3: The Customer Success Market

Lecture 1: Introduction

Lecture 2: Everything as a Service

Lecture 3: Customer Loyalty

Lecture 4: The End of Never Ending Software

Lecture 5: The Customer Success Market Wrap-Up

Chapter 4: Customer Success Foundations

Lecture 1: Foundations Introduction

Lecture 2: Customer Cohorts

Lecture 3: Leading and Lagging Measurement

Lecture 4: The Role, The Function, The Principle of Customer Success

Lecture 5: The Purpose of CSM

Chapter 5: Measuring Customer Health

Lecture 1: Introduction to Measuring Health

Lecture 2: The Proactive CSM

Lecture 3: Proactive Health Perspectives

Lecture 4: Traffic Lighting Introduction

Lecture 5: Traffic Light Laws

Lecture 6: Traffic Lighting Determination Criteria

Chapter 6: Customer Success Framework

Lecture 1: A Tour Around The Framework

Lecture 2: Introduction to the Outcome Perspective

Lecture 3: Value Drivers

Lecture 4: Service Outcomes

Lecture 5: Connecting Outcomes

Lecture 6: Outcome Quality

Lecture 7: Relationship Perspective

Lecture 8: Relationship Mapping

Lecture 9: Adoption Perspective Introduction

Lecture 10: Adoption Assessment Introduction

Lecture 11: Activity Assessment

Lecture 12: Feature Assessment

Lecture 13: Adoption Assessment Wrap Up

Lecture 14: Expansion Process

Lecture 15: Organisation Perspective

Lecture 16: Red Flag Testing

Lecture 17: Expansion Perspective Introduction

Lecture 18: Customer Portfolio Tracking

Lecture 19: The CSM Organiser

Lecture 20: Customer Meeting Template

Chapter 7: Customer Success Metrics

Lecture 1: Essential Metrics Introduction

Lecture 2: Revenue Metrics

Lecture 3: Retention Metrics

Lecture 4: Retention Benchmarks

Lecture 5: Metrics Wrap-Up

Chapter 8: Bringing it all together: The Practical CSM

Lecture 1: The Practical CSM Introduction

Lecture 2: Segmentation

Lecture 3: Strategic Customer Success Planning

Lecture 4: Course Wrap-Up

Lecture 5: In a Nutshell

Chapter 9: Apropos of Something

Lecture 1: Apropos of Comfort, Stretch and Panic Zones

Lecture 2: Apropos of Role Evolution

Lecture 3: Apropos of Interviewing CSMs

Lecture 4: Appropos of Free Stuff

Instructors

Dale Roberts
Digital Business Leader and Author

Rating Distribution

1 stars: 4 votes
2 stars: 9 votes
3 stars: 67 votes
4 stars: 193 votes
5 stars: 255 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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