Customer Success Management: Basics To Advanced

Elevate Customer Success: Proven Strategies, Core Skills, and Metrics for Excellence

What you'll learn

Master the CSM Role: Understand key responsibilities to enhance customer success, loyalty, and advocacy.

Develop Essential Skills: Build technical and customer-facing abilities for effective problem-solving.

Drive Retention: Implement strategies like vendor locking to reduce churn and boost loyalty.

Analyze Success Metrics: Use tools like NPS and churn rate to measure and improve satisfaction.

Apply Proven Frameworks: Execute structured onboarding and engagement methodologies for success.

Requirements

There are no prior requirements.

Description

In today's business landscape, ensuring customer satisfaction and loyalty is essential for long-term growth. "Customer Success Management: Basics to Advanced" is a comprehensive course designed to provide you with the skills, strategies, and frameworks needed to excel in the field of Customer Success Management (CSM). Whether you're new to the role or looking to enhance your expertise, this course covers every aspect of CSM in a structured and practical way.You’ll gain a solid foundation in customer success principles and advance to mastering techniques that drive customer retention, satisfaction, and advocacy. The course includes a step-by-step approach to understanding the CSM role, building essential skills, analyzing success metrics, and implementing proven strategies that deliver results.What You’ll Learn:Understand the role and responsibilities of a Customer Success Manager.Build critical technical and interpersonal skills for success.Implement retention strategies to reduce churn and enhance loyalty.Master customer success metrics like Net Promoter Score (NPS) and churn rate.Apply structured frameworks for onboarding and long-term customer engagement.This course is ideal for aspiring Customer Success Managers, professionals looking to upskill, business leaders, and anyone aiming to improve customer relationships. With a mix of practical knowledge, real-world examples, and actionable insights, you’ll be equipped to make a meaningful impact in the field of customer success.Take your career to the next level with "Customer Success Management: Basics to Advanced" and unlock the tools you need to succeed!

Overview

Section 1: AN OVERVIEW OF THE CUSTOMER Success Manager’s Role

Lecture 1 WHAT IS MEANT BY “CUSTOMER SUCCESS”?

Lecture 2 TREATING YOUR CUSTOMER AS YOUR BUSINESS PARTNER

Lecture 3 WHERE DO CSMS FIT WITHIN THE WIDER ORGANIZATIONAL STRUCTURE?

Section 2: Readiness for Customer Success Management

Lecture 4 What Is Your Organization’s Customer Success Strategy?

Lecture 5 What Is Your Role in Helping to Ful!ll Your Organization’s CSM Strategy

Lecture 6 What Assets and Resources Are Available to Help You?

Lecture 7 How Will You Plan and Manage Your Time?

Section 3: CUSTOMER SUCCESS MANAGEMENT TASKS, TOOLS AND TECHNIQUES

Lecture 8 THE RAPAE TASK MODEL—A WAY TO CATEGORIZE CSM ACTIVITIES

Lecture 9 UNDERSTANDING THE CRITICAL PATH

Lecture 10 GETTING IN FRONT OF SENIOR MANAGEMENT AND “C” LEVEL CUSTOMER STAKEHOLDERS

Section 4: Practical CSM Framework Phase 1: Preparation

Lecture 11 What Is Phase 1: Preparation All About?

Lecture 12 Accessing Information

Lecture 13 Internal Handover

Lecture 14 Customer Information

Lecture 15 Initiative Information and Customer Outcome Requirements

Lecture 16 CSM Outcome Requirements

Lecture 17 Third Parties and Project Status

Lecture 18 Tools for PCSMF Phase 1: Preparation

Section 5: Practical CSM Framework Phase 2: Commitment

Lecture 19 What Is “Commitment” All About?

Lecture 20 Communicating with the Customer

Lecture 21 Developing a Stakeholder Management Strategy

Section 6: Practical CSM Framework Phase 3: Onboarding

Lecture 22 What Is PCSMF Phase 3: Onboarding All About?

Lecture 23 Generic and Customized Onboarding Models

Lecture 24 Information for Onboarding

Lecture 25 Tools for PCSMF Phase 3: Onboarding

Section 7: PRACTICAL CSM FRAMEWORK PHASE 4: ADOPTION PLANNING PART 1—CONCEPTS

Lecture 26 WHAT IS ADOPTION ALL ABOUT?

Lecture 27 UNDERSTANDING IMPACTED USERS

Lecture 28 RESEARCH TECHNIQUES

Lecture 29 CSM INVOLVEMENT IN ADOPTION RESEARCH

Section 8: PRACTICAL CSM FRAMEWORK STAGE 4: ADOPTION PLANNING PART 2—IMPLEMENTATION

Lecture 30 STEP 1: DETERMINE ADOPTION REQUIREMENTS

Lecture 31 STEP 3: CREATE IMPACTED GROUPS

Lecture 32 STEP 5: DETERMINE COMMUNICATION, TRAINING AND SUPPORT REQUIREMENTS

Lecture 33 STEP 5: DETERMINE COMMUNICATION, TRAINING AND SUPPORT REQUIREMENTS

Aspiring Customer Success Professionals: Individuals exploring opportunities in CSM and seeking a clear roadmap to build their career.,Experienced Professionals: Current CSMs who want to refine their strategies and stay ahead with advanced tools and practices.,Business Leaders and Entrepreneurs: Leaders aiming to deepen their understanding of customer-centric strategies to drive growth and loyalty.,Cross-functional Professionals: Individuals from sales, marketing, or product teams transitioning into or collaborating with customer success roles.