Advanced Customer Success

Advanced Customer Success, available at $129.99, with 34 lectures, 7 quizzes, and has 3 subscribers.

You will learn about Build a strong business case for Customer Success investment Build a shared belief among customer decision-makers that value has been received and will continue Design and implement more effective and scalable CS processes Use data more effectively to uncover new insights and show your value Overcome internal "silo-ism" and lead the fight against churn across the enterprise Lead change internally and with your customers Plan and achieve breakthroughs like top performers in every industry This course is ideal for individuals who are Senior leaders who have reached a performance plateau and seek breakthroughs, finally earning their place as a CCO It is particularly useful for Senior leaders who have reached a performance plateau and seek breakthroughs, finally earning their place as a CCO.

Enroll now: Advanced Customer Success

Summary

Title: Advanced Customer Success

Price: $129.99

Number of Lectures: 34

Number of Quizzes: 7

Number of Published Lectures: 34

Number of Published Quizzes: 7

Number of Curriculum Items: 49

Number of Published Curriculum Objects: 49

Original Price: $129.99

Quality Status: approved

Status: Live

What You Will Learn

Build a strong business case for Customer Success investment
Build a shared belief among customer decision-makers that value has been received and will continue
Design and implement more effective and scalable CS processes
Use data more effectively to uncover new insights and show your value
Overcome internal "silo-ism" and lead the fight against churn across the enterprise
Lead change internally and with your customers
Plan and achieve breakthroughs like top performers in every industry

Who Should Attend

Senior leaders who have reached a performance plateau and seek breakthroughs, finally earning their place as a CCO

Target Audiences

Senior leaders who have reached a performance plateau and seek breakthroughs, finally earning their place as a CCO

This course is intended for experiencedCustomer Success leaders who have achieved good initial results but their team’s operational performance has since plateaued. Leaders are now challenged by the C-suite to “do more with less,” to grow and scale Customer Success operations cost-effectively while at the same time increasing Net Recurring Revenue.

This course covers topics not widely discussed in the industry but are critically important for relentlessly and continuously improving business results. It introduces novel ways to view markets, customers, processes, metrics, and financials used every day. And it describes management practices used by top-performing companies around the globe.

Students learn advanced topics, such as how to:

build a compelling business case for change
use segmentation and tiering to increase effectiveness and efficiency
better align with and facilitate customer decision-making through neuroscience
analyze key processes and improve them
use statistics to make better decisions and show ROI
deploy strategic management systems to reduce silo-ism and boost enterprise-wide performance
engage their CEO to successfully plan and execute dramatic improvements

By putting this new learning into practice, Customer Success leaders can add substantially more value to their organizations and advance their own careers as a result.

The course is taught by Ed Powers, a leading practitioner and consultant in the Customer Success industry. He has nearly 40 years’ experience in sales, marketing, quality, and operations, and over a dozen years helping technology companies improve results in customer retention and installed base revenue growth.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Chapter 2: The Business

Lecture 1: Introduction: The Business

Lecture 2: The Basics

Lecture 3: An Intuitive Exercise

Lecture 4: ROI Pressures

Lecture 5: Proving with Data

Lecture 6: Hidden Costs

Chapter 3: The Customer

Lecture 1: Introduction: The Customer

Lecture 2: Segmentation

Lecture 3: Decisions

Lecture 4: Beliefs

Lecture 5: Measurement

Chapter 4: The Process

Lecture 1: Introduction: The Process

Lecture 2: Processes

Lecture 3: Process Thinking

Lecture 4: Effectiveness

Lecture 5: Efficiency

Chapter 5: The Numbers

Lecture 1: Introduction: The Numbers

Lecture 2: Tracking Progress

Lecture 3: Statistical Methods

Lecture 4: Customer Health Scores

Lecture 5: Metrics Systems

Chapter 6: The System

Lecture 1: Introduction: The System

Lecture 2: Silo-ism

Lecture 3: Strategic Management Systems

Lecture 4: Continuous Improvement

Chapter 7: The Change

Lecture 1: Introduction: The Change

Lecture 2: Change Dimensions

Lecture 3: Change Management

Lecture 4: Change at Scale

Chapter 8: The Plan

Lecture 1: Introduction: The Plan

Lecture 2: Triggering Change

Lecture 3: The Business Case

Lecture 4: Planning and Execution

Instructors

Ed Powers
Customer Experience and Customer Success Expert

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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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