Customer Success Management – Basics To Advanced

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.

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