Fundamentals of Real Customer Success

Fundamentals of Real Customer Success, available at $129.99, has an average rating of 4.58, with 43 lectures, based on 3379 reviews, and has 7724 subscribers.

You will learn about Discover why customer success matters for you, your company, and your customers Define what customer success is and isn't Explore the components of a desired outcome and how to figure out your customers' desired outcomes Operationalize your customers' journey by identifying success milestones, joint accountabilities, and success gaps Create a success potential checklist to determine good-fit customers Solve the underlying problems that cause churn so that it becomes a non-issue for your company Use customer success as a growth engine so customers stay longer, buy more, and advocate for you Measure success, for both yourself and your customers Position customer success correctly with your customers and colleagues to demonstrate the value you bring This course is ideal for individuals who are Customer success managers (CSMs) or account managers who want to a how-to guide for CS best practices or Those who are interested in pivoting their careers to customer success and want an overview of what the job entails or Employees who want to learn customer-centric approaches to apply to their own work, even if they are not CSMs It is particularly useful for Customer success managers (CSMs) or account managers who want to a how-to guide for CS best practices or Those who are interested in pivoting their careers to customer success and want an overview of what the job entails or Employees who want to learn customer-centric approaches to apply to their own work, even if they are not CSMs.

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Summary

Title: Fundamentals of Real Customer Success

Price: $129.99

Average Rating: 4.58

Number of Lectures: 43

Number of Published Lectures: 43

Number of Curriculum Items: 43

Number of Published Curriculum Objects: 43

Original Price: $129.99

Quality Status: approved

Status: Live

What You Will Learn

Discover why customer success matters for you, your company, and your customers
Define what customer success is and isn't
Explore the components of a desired outcome and how to figure out your customers' desired outcomes
Operationalize your customers' journey by identifying success milestones, joint accountabilities, and success gaps
Create a success potential checklist to determine good-fit customers
Solve the underlying problems that cause churn so that it becomes a non-issue for your company
Use customer success as a growth engine so customers stay longer, buy more, and advocate for you
Measure success, for both yourself and your customers
Position customer success correctly with your customers and colleagues to demonstrate the value you bring

Who Should Attend

Customer success managers (CSMs) or account managers who want to a how-to guide for CS best practices
Those who are interested in pivoting their careers to customer success and want an overview of what the job entails
Employees who want to learn customer-centric approaches to apply to their own work, even if they are not CSMs

Target Audiences

Customer success managers (CSMs) or account managers who want to a how-to guide for CS best practices
Those who are interested in pivoting their careers to customer success and want an overview of what the job entails
Employees who want to learn customer-centric approaches to apply to their own work, even if they are not CSMs

You’re doing something, but chances are it’s not REAL Customer Success.

I’ve built this course to help you understand customer success from the ground up. CS is not merely about managing accounts or helping your customers out when they have problems. Your job is to make sure customers get what they need from your product in the way they need it. It’s a simple definition, but it takes a lot of hard work to do it the right way. Whether you’re brand new to CS or experienced in the field, this course can help you identify new approaches to support your customers’ objectives.

I’m your instructor, Lincoln Murphy, and I invented Customer Success. Okay, I didn’t invent it, but I helped make Customer Success what it is today. From writing THE book on the subject to speaking at events around the world, most people that are in Customer Success have either learned directly from me or from someone sharing my ideas. But I don’t just talk about this stuff, I actually do it, too. I’ve worked with hundreds of companies of all shapes and sizes around the world. And while I’ve helped them, I’ve also learned from them.

And some of what I’ve learned, I’ll share with you, including:

Why customer success matters to your company, your customers, and you
What customer success is and isn’t
The concept of the desired outcome, and how to help your customers achieve theirs
The success milestones and joint accountabilities that your customers must go through to succeed
The idea of a success potential checklist to identify good and bad-fit customers
The root causes of churn that you can eliminate to make it a non-issue
Using customer success as a growth engine
How to measure success for yourself and your customers
How to position customer success correctly for your customers and colleagues

Throughout this course, I’ve provided exercises to put concepts into practice immediately. To get the most out of this course, don’t just listen to me talk – apply what you’re learning to YOUR customers. I highly recommend you pause to do these exercises along the way, and download the templates to use on the job.

If you’re ready help your customers stay longer, do more, and advocate for you, join me in this course today!

Course Curriculum

Chapter 1: Introduction

Lecture 1: Welcome

Lecture 2: Your Purpose

Chapter 2: Why Customer Success Matters

Lecture 1: Why Customer Success Matters to Your Company

Lecture 2: Why Customer Success Matters to Your Customers

Lecture 3: Why Customer Success Matters to YOU

Lecture 4: Exercise: Your Ideal Customer Success Job

Chapter 3: Defining Customer Success

Lecture 1: What Customer Success IS NOT

Lecture 2: Exercise: Misconceptions You've Encountered

Lecture 3: What Customer Success IS

Lecture 4: Exercise: List Lifecycle Interactions

Chapter 4: The Customer's Desired Outcome

Lecture 1: Desired Outcome Overview

Lecture 2: Appropriate Experience

Lecture 3: Desired Outcome Discovery Process

Lecture 4: Exercise: Desired Outcome Discovery

Chapter 5: Customer Success Management

Lecture 1: Customer Success Management

Lecture 2: Success Milestones & Joint Accountability

Lecture 3: Exercise: Identify Your Customer's Milestones & Joint Accountabilities

Lecture 4: Operationalize the Journey

Chapter 6: Customer Success Managers (CSMs)

Lecture 1: Characteristics of a Great CSM

Lecture 2: How to Be a Great CSM

Lecture 3: Tools of the Trade

Lecture 4: Working with Other Departments

Chapter 7: Success Potential

Lecture 1: Success Potential Defined

Lecture 2: Success Potential Inputs

Lecture 3: Considerations for Success Potential

Lecture 4: Exercise: Create Your Success Potential Checklist

Chapter 8: What About Churn?

Lecture 1: What is Churn?

Lecture 2: Eliminate Churn in 5 Easy Steps

Lecture 3: Exercise: Why Did Your Customers Churn?

Chapter 9: Growth Engine

Lecture 1: Customer Success is a Growth Engine

Lecture 2: CSMs and Selling: Evil or Divine?

Lecture 3: Customer Advocacy

Lecture 4: Exercise: Map Your Customer's Ascension Path

Chapter 10: Measuring Success

Lecture 1: Customer-Facing KPIs

Lecture 2: Internal KPIs

Lecture 3: Measuring the Customer's Success Vector

Lecture 4: Exercise: Identify Your Success Vector Inputs

Chapter 11: Positioning Customer Success Correctly

Lecture 1: Positioning Customer Success Correctly With Your Co-Workers

Lecture 2: Exercise: Your Internal Positioning Statement

Lecture 3: Positioning Customer Success Correctly With Your Customers

Lecture 4: Exercise: Your External Positioning Statement

Chapter 12: Conclusion

Lecture 1: Thank you for taking this course!

Lecture 2: Next Steps

Instructors

Lincoln Murphy
Customer-centric Growth Expert, Consultant, & Thought Leader

Rating Distribution

1 stars: 13 votes
2 stars: 31 votes
3 stars: 304 votes
4 stars: 1133 votes
5 stars: 1898 votes

Frequently Asked Questions

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

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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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