This course contains valuable information including:
Why customer success matters to your company, your customers, and your own success.
Defining what customer success is and debunking common misconceptions.
The concept of the desired result and ways to guide clients to achieve it.
Success milestones and shared responsibilities along the customer journey.
Using a potential success checklist to identify qualified and unsuitable clients.
Identify and address the root causes of churn to eliminate it as a problem.
Using customer success as a catalyst for growth.
Methods to measure success for both you and your clients.
Properly positioning customer success within your organization, among your colleagues and clients.
Course content:
Introduction (2 lectures • 2 minutes)
- A brief introduction to the course.
Why Customer Success Matters (4 lectures • 11 minutes)
- Explore the significance of customer success.
Defining Customer Success (4 lectures • 10 minutes)
- Define the concept of customer success.
The Customer’s Desired Outcome (4 lectures • 13 minutes)
- Understand how to help customers achieve their desired outcomes.
Customer Success Management (4 lectures • 12 minutes)
- Learn about managing customer success effectively.
Customer Success Managers (CSMs) (4 lectures • 18 minutes)
- Gain insights into the role and responsibilities of Customer Success Managers.
Success Potential (4 lectures • 13 minutes)
- Explore the concept of success potential and its application.
What About Churn? (3 lectures • 5 minutes)
- Address the issue of customer churn and how to mitigate it.
Growth Engine (4 lectures • 7 minutes)
- Discover how customer success can serve as a growth engine for your business.
Measuring Success (4 lectures • 9 minutes)
- Learn about techniques for measuring success, both for yourself and your customers.
