Essential Customer Success

The definitive Customer Success Management course. Practical resources for professional Customer Success Managers.

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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