Customer Success: Build Cross-Functional Relationships

Lead through influence and collaboration with marketing, sales, support, services, product, finance, and leadership.

What you'll learn
Recognize why customer success is best suited to drive cross-functional efforts
Practice strategies to work collaboratively with marketing, sales, support, services, product, finance, and leadership
Build alignment across these teams to provide an exceptional customer experience
Combat cross-functional challenges that commonly hinder collaboration
Requirements
There are no requirements or prerequisites for this course.
You will get the most from this course if you are currently working in a customer-facing, corporate role.
Description
Have you ever been frustrated because it seems like other teams inside your company don't care about customers in the same way that you do? Do you want to encourage other teams to adopt a customer focus? Do you wish that you had the ability to effectively lead a cross-functional team in order to drive a better customer experience? If you said yes to any of these questions, this is the course you're looking for!Customer Success: Building Cross-Functional Relationships will help you understand the goals and pressures that drive other teams inside of your company, as well as the intersections between each team and Customer Success. We'll focus specifically on marketing, sales, support, services, product, finance, and leadership. This course will help you create a stronger customer experience by providing practical tips on how to engage other teams in your organization in a way that is meaningful to them. At the end of the course we'll zero in on three common blockers to building cross-functional relationships, and teach you how to combat them. My name is Kristen Hayer, and I'm the CEO of The Success League, a customer success consulting firm. As a former sales and customer success executive, I've seen first hand how poor cross-functional relationships can negatively impact the customer experience. Over time, I learned what drives other teams inside an organization, and how to build strong relationships between groups. I'm excited to share my experience with you in this course!I've included exercises to help you build your skills and worksheets you can start using right away. At the end of the course we provide a resources list full of books, articles and suggestions for continuing your learning on this important topic.Building skills in cross-functional leadership will enable you to stand out as a CSM, move into management roles, and shine as a leader. This course is designed to help you build the knowledge and skills you need to grow your career in customer success. If you're ready to create more productive partnerships with teams in your company, join me in this course!

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 What is Customer Success?

Lecture 3 Cross-Functional Alignment

Lecture 4 Exercise: Reflect on Your Relationships

Section 2: Customer Success at the Center

Lecture 5 Where Customer Success Sits

Lecture 6 Exercise: How is your company structured?

Section 3: Customer Success & Marketing

Lecture 7 Marketing Goals

Lecture 8 Marketing: Areas of Intersection

Lecture 9 Marketing: Alignment Tactics

Lecture 10 Exercise: Customer Story Pitch

Section 4: Customer Success & Sales

Lecture 11 Sales Goals

Lecture 12 Sales: Areas of Intersection

Lecture 13 Sales: Alignment Tactics

Lecture 14 Exercise: CS Program Presentation

Section 5: Customer Success & Support

Lecture 15 Support Goals

Lecture 16 Support: Areas of Intersection

Lecture 17 Support: Alignment Tactics

Lecture 18 Exercise: Feature Business Case

Section 6: Customer Success & Professional Services

Lecture 19 Professional Services Goals

Lecture 20 Professional Services: Areas of Intersection

Lecture 21 Professional Services: Alignment Tactics

Lecture 22 Exercise: Coffee Meeting

Section 7: Customer Success & Product

Lecture 23 Product Goals

Lecture 24 Product: Areas of Intersection

Lecture 25 Product: Alignment Tactics

Lecture 26 Exercise: Unique Use Case

Section 8: Customer Success & Finance

Lecture 27 Finance Goals

Lecture 28 Finance: Areas of Intersection

Lecture 29 Finance: Alignment Tactics

Lecture 30 Exercise: Churn Risk Snapshot

Section 9: Customer Success & Leadership

Lecture 31 Leadership Goals

Lecture 32 Leadership: Areas of Intersection

Lecture 33 Leadership: Alignment Tactics

Lecture 34 Exercise: Customer Success Elevator Pitch

Section 10: Tackling Common Challenges

Lecture 35 Change Resistance

Lecture 36 Lack of Customer Focus

Lecture 37 Lack of Accountability

Lecture 38 Exercise: Reflecting on Resistance

Section 11: Conclusion

Lecture 39 Additional Resources

Lecture 40 Thank you!

Lecture 41 Bonus: The Success League's Classes

Customer success leaders and professionals hoping to build more productive relationships across the organization,Professionals currently working in customer-facing roles inside a company,Anyone who wants to build better cross-functional partnerships