The Complete Customer Success Manager (Csm) Course

Master Customer Success: Strategies, Skills, and Metrics for Success

What you'll learn

Role of a CSM: Understand the CSM role, its duties, and its impact on customer success.

Essential CSM Skills: Develop necessary technical and soft skills for CSM success, maintaining a skill balance.

Retention Strategies: Discover methods to retain customers, including vendor locking for loyalty and reduced churn.

Success Metrics and KPIs: Master CSM targets, KPIs, and metrics like Net Promoter Score for data-driven decisions.

Requirements

There are no specific prerequisites or requirements for taking "The Complete Customer Success Manager Course." This course is designed to accommodate learners at all levels, from beginners to those with some prior knowledge or experience in the field. We aim to lower the barrier for beginners and provide comprehensive guidance for anyone interested in pursuing a career as a Customer Success Manager. To get the most out of the course, an eagerness to learn and an interest in customer success management are beneficial, but even those without prior knowledge or experience in the field will find the course accessible and informative. No specific tools or equipment are required, as the course will cover all necessary concepts and techniques from the ground up.

Description

Unlock the key to customer satisfaction, retention, and business growth in "The Complete Customer Success Manager Course." Whether you're aspiring to become a Customer Success Manager, seeking to enhance your existing skills, or striving to elevate your company's customer relationships, this course is your ultimate guide to success.Customer Success Management is not just a role; it's a philosophy that empowers businesses to keep customers satisfied, engaged, and loyal. In this comprehensive course, we will delve into the core strategies, essential skills, and vital metrics that define the world of Customer Success Management.Course Highlights:Customer Success Strategies: Discover and implement time-tested strategies to retain and engage customers effectively. Explore vendor locking techniques and learn how to make your product or service an indispensable part of your customers' success.Essential CSM Skills: Develop the fundamental skills required to excel as a Customer Success Manager. We'll cover both the technical and customer-facing aspects, giving you a well-rounded understanding of the role.Success Metrics and KPIs: Become an expert in using Customer Success Manager targets and Key Performance Indicators (KPIs) such as the Net Promoter Score to measure, evaluate, and improve customer satisfaction.Role of a CSM: Gain a comprehensive understanding of the Customer Success Manager role, including their responsibilities, core duties, and the positive impact they have on customer success.By the end of this course, you will be equipped with the knowledge, skills, and confidence to excel as a Customer Success Manager. You'll have the ability to enhance customer satisfaction, boost retention rates, and drive business growth. The principles and techniques you learn here are not just essential for your professional journey but also for your organization's success.Join us today and embark on a rewarding journey towards becoming a Customer Success Manager and unlocking the full potential of customer success!

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 Fulfill Your Organization’s Customer 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 6: CAPTURE ADOPTION BARRIERS AND RISKS

Aspiring Customer Success Managers: Individuals who are new to the field and want to kickstart a career in customer success management will benefit from the comprehensive knowledge and practical skills provided in this course.,Current Customer Success Professionals: If you're already working as a Customer Success Manager or in a related role but want to enhance your skills, deepen your understanding, and stay up-to-date with industry best practices, this course will be a valuable resource for you.,Sales and Marketing Professionals: Sales and marketing experts looking to transition into customer success management or broaden their skill set will find this course invaluable for acquiring the knowledge and strategies necessary to excel in this role.,Entrepreneurs and Business Owners: Those who run their own businesses or startups can leverage the insights from this course to effectively retain customers, boost customer satisfaction, and drive business growth.,Product Managers and Team Leads: Product managers and team leaders who want to understand how customer success management can benefit their products and teams will gain valuable insights to implement in their roles.,Anyone Seeking to Improve Customer Relations: Professionals in any industry who want to enhance their ability to manage and nurture customer relationships, ultimately leading to improved customer satisfaction and loyalty, will find this course beneficial.