Csmath Make Data-Driven Decisions In Customer Success

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What you'll learn
Learn and apply basic statistical tools to solve real-world Customer Success problems
Track churn accurately
Measure and interpret NPS and CSAT in new ways
Construct predictive customer health scores
Increase forecasting accuracy
Improve business results
Requirements
Basic knowledge of algebra (solving equations, order of operations, exponents, logs, limits)
Microsoft Excel for Office 365 (cannot substitute Google Sheets)
Working knowledge of Excel (entering equations into cells, plotting, sorting, filtering, Pivot Tables)
Experience working in a Customer Success environment
Description
"Be more data-driven!" That's the mantra from the senior bosses, but what does it mean? Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. Becoming data-driven isn't about using data--it's about using data correctly. This learning series helps Customer Success Operations, Customer Operations, Customer Success leaders, and business analysts learn and apply practical statistics in real-world Customer Success applications. You'll learn how to:Track churn accuratelyAnalyze NPS and CSAT in new waysConstruct predictive customer health dashboardsForecast renewal revenue with precisionImprove your processes As a result, you'll facilitate better decisions and improve operational performance. This course features downloadable exercises in Excel to practice applying the concepts, quizzes to reinforce learning, and a valuable CSMath Handy Equations and Procedures Guide for using your new skills on the job.
Overview
Section 1: CSMath: Data-Driven Decisions for Customer Success
Lecture 1 Introduction
Lecture 2 Sets and Populations
Lecture 3 Distributions
Lecture 4 Comparing Groups
Lecture 5 Tracking Progress
Lecture 6 Analyzing Factors
Lecture 7 Predicting Outcomes
Lecture 8 Forecasting
Lecture 9 Making Improvements
Lecture 10 Advanced Topics
Customer Success Operations,Customer Success leaders (CCOs, VPs, Directors),Customer Operations

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