Essential Customer Success

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What you'll learn
An approach that will help you to proactively improve retention
Tools that will improve adoption and expansion
The daily practices required to be a professional Customer Success Manager
Requirements
An interest in being a better CSM
Description
Learn from an instructor that has lead customer success and professional services teams for two decades, has managed multi-million dollar businesses and has advised some of the largest and most well-known organisations in the world including Ikea, Unilever, Nestle, Amex and many, many more. Benefit from real, practical experience proven to drive best-in-class retention, revenue and to make you and your customer successful.We are living in the customer-centered economy requiring an unerring focus on the customer and their success. This course is a full, practical and thorough insight into the skills and routines requires to be a Customer Sucess Manager. You will learnWhat Customer Success is and the key requirements of your roleHow to measure customer healthWhat to do to improve customer healthHow to understand your customers and their needsHow to segment your portfolio of customers and prioritise your timeHow to manage your managerHow to balance the needs of your customer and your businessHow to manage your day as a CSMThis course is underpinned by a structured, comprehensive, and practical customer success framework that you will be able to take away, adapt and apply to your customers in your business.So, if you want your customers, your team and you to be successful then join me on this course today.
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 Who is this course for?
Lecture 3 Course Goals
Lecture 4 Your Instructor
Lecture 5 The no bullet point guarantee.
Section 2: The SaaS Secret No One Wants to Talk About
Lecture 6 The SaaS Secret No One Wants to Talk About
Section 3: The Customer Success Market
Lecture 7 Introduction
Lecture 8 Everything as a Service
Lecture 9 Customer Loyalty
Lecture 10 The End of Never Ending Software
Lecture 11 The Customer Success Market Wrap-Up
Section 4: Customer Success Foundations
Lecture 12 Foundations Introduction
Lecture 13 Customer Cohorts
Lecture 14 Leading and Lagging Measurement
Lecture 15 The Role, The Function, The Principle of Customer Success
Lecture 16 The Purpose of CSM
Section 5: Measuring Customer Health
Lecture 17 Introduction to Measuring Health
Lecture 18 The Proactive CSM
Lecture 19 Proactive Health Perspectives
Lecture 20 Traffic Lighting Introduction
Lecture 21 Traffic Light Laws
Lecture 22 Traffic Lighting Determination Criteria
Section 6: Customer Success Framework
Lecture 23 A Tour Around The Framework
Lecture 24 Introduction to the Outcome Perspective
Lecture 25 Value Drivers
Lecture 26 Service Outcomes
Lecture 27 Connecting Outcomes
Lecture 28 Outcome Quality
Lecture 29 Relationship Perspective
Lecture 30 Relationship Mapping
Lecture 31 Adoption Perspective Introduction
Lecture 32 Adoption Assessment Introduction
Lecture 33 Activity Assessment
Lecture 34 Feature Assessment
Lecture 35 Adoption Assessment Wrap Up
Lecture 36 Expansion Process
Lecture 37 Organisation Perspective
Lecture 38 Red Flag Testing
Lecture 39 Expansion Perspective Introduction
Lecture 40 Customer Portfolio Tracking
Lecture 41 The CSM Organiser
Lecture 42 Customer Meeting Template
Section 7: Customer Success Metrics
Lecture 43 Essential Metrics Introduction
Lecture 44 Revenue Metrics
Lecture 45 Retention Metrics
Lecture 46 Retention Benchmarks
Lecture 47 Metrics Wrap-Up
Section 8: Bringing it all together: The Practical CSM
Lecture 48 The Practical CSM Introduction
Lecture 49 Segmentation
Lecture 50 Strategic Customer Success Planning
Lecture 51 Wrap-Up
Lecture 52 In a Nutshell
Section 9: Apropos of Something
Lecture 53 Apropos of Comfort, Stretch and Panic Zones
Lecture 54 Apropos of Role Evolution
Lecture 55 Apropos of Interviewing CSMs
Lecture 56 Appropos of Free Stuff
A course for those who aspire be Customer Success Managers, those new in position or those who already consider themselves accomplished. The rigorous approach and underlying framework has been built on decades of experience so there is something for everyone, whatever their interest in Customer Success Management.

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