Customer Success Management Courses

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    3. 1. Customer Success | How to Understand Your Customers

    Customer Success | How to Understand Your Customers

    Turn Listening into Fantastic Results
    Content:
    - The objective of this course is to equip you with the knowledge to better understand your customers. Upon course completion
    - you will have a deeper knowledge to help move your organization – and career path – forward.

    2. The Customer: How to Manage Customer Feedback (BITE SIZE)

    The Customer: How to Manage Customer Feedback (BITE SIZE)

    Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve
    Content:
    - Understand the importance of giving team’s customer feedback
    - Be able to give positive and negative customer feedback to my team in an effective way
    - Define potential gaps in service and methods to overcome them

    3. Customer Success | How to Actively Engage Your Customers

    Customer Success | How to Actively Engage Your Customers

    Deliver an Exceptional Experience
    Content:
    - The objective of this course is to help students learn new ways to more effectively engage their customers.
    - You will be introduced to The Customer Engagement Value Chain
    - the 7 walls separating companies and customers
    - customer insight
    - personas
    - propositions
    - and customer journey mapping.
    - Upon course completion
    - you will have greater knowledge and specific tools to help you improve your company’s customer engagement.

    4. Customer Success Manager: Fundamentals to your CSM career

    Customer Success Manager: Fundamentals to your CSM career

    The foundations to become a great Customer Success Manager in a tech company. A very well paid profession on the rise
    Content:
    - Have a better understanding of what your job as Customer Success Manager will be like
    - Understand the fundamental principles of Customer Success. Which will be the foundation for your career as a CSM
    - Be more prepared for a Customer Success Manager job interview (we will not cover interview skills
    - your will be more prepared for the interview because you will know about customer success)

    5. Customer Success | How to Exceed Your Customers Expectations

    Customer Success | How to Exceed Your Customers Expectations

    Create More Real Value Every Day
    Content:
    - The objective of this course is to help you better understand how to exceed customers expectations by creating more value every day.
    - Upon course completion
    - participants will have the knowledge and tools needed to begin to see their current and future customers in an entirely new light.

    6. Customer Success | How to Put Your Customers First

    Customer Success | How to Put Your Customers First

    Succeeding in The Age of Me
    Content:
    - The objective of this course is to help equip you with principles and frameworks to confront the new market reality that customers are in charge. Upon course completion
    - you begin to see current and future customers in an entirely new light. This will help your companies succeed and your career flourish.

    7. The Customer: How to Build Customer Loyalty (BITE SIZE)

    The Customer: How to Build Customer Loyalty (BITE SIZE)

    Understand which loyalty strategies work and how in your business. Relationships and loyalty play a big role
    Content:
    - Identify loyalty building strategies
    - Build customer loyalty in your own business
    - Move beyond transaction customer relationships

    8. Customer Success | How to Listen to Today's Customers

    Customer Success | How to Listen to Today's Customers

    Creating a Winning Social Strategy
    Content:
    - The objective of this course is to help participants better understand why companies must listen to their customers by using social media.
    - Upon course completion
    - participants will have the knowledge and tools needed to improve their ability to create a winning social media strategy.

    9. Customer Success: Build Cross-Functional Relationships

    Customer Success: Build Cross-Functional Relationships

    Lead through influence and collaboration with marketing, sales, support, services, product, finance, and leadership.
    Content:
    - Recognize why customer success is best suited to drive cross-functional efforts
    - Practice strategies to work collaboratively with marketing
    - sales
    - support
    - services
    - product
    - finance
    - and leadership
    - Build alignment across these teams to provide an exceptional customer experience

    10. Fundamentals of Real Customer Success

    Fundamentals of Real Customer Success

    Ensure your customers stay longer, buy more, and advocate for you by helping them achieve their desired outcome.
    Content:
    - Discover why customer success matters for you
    - your company
    - and your customers
    - Define what customer success is and isn't
    - Explore the components of a desired outcome and how to figure out your customers' desired outcomes

    11. Customer Success Manager (CSM) Elite

    Customer Success Manager (CSM) Elite

    Accelerate your Customer Success career with actionable strategies you can implement immediately.
    Content:
    - How to save 1-2 hours every single day
    - How to build strategic relationships
    - How to earn your next promotion

    12. Customer Success: How to Reduce Churn and Increase Retention

    Customer Success: How to Reduce Churn and Increase Retention

    Discover 20 easy to implement strategies to reduce your churn rate in less than 3 months and increase your retention
    Content:
    - You will be able to increase your retention rate
    - You will reduce your churn rate
    - Increase your annual recurrent revenue

    13. The Customer: Develop Customer Centric Metrics (BITE SIZE)

    The Customer: Develop Customer Centric Metrics (BITE SIZE)

    To inspire good customer service behaviour, we must be able to measure customer experiences meaningfully.
    Content:
    - Define factors to select key metrics
    - Understand common metrics that can be used to assess service
    - Measure customer experience meaningfully

    14. Customer Success | Profit from the Power of Your Customers

    Customer Success | Profit from the Power of Your Customers

    How to Become a Customer CEO Champion
    Content:
    - The objective of this course is to help participants better understand why companies need to align themselves with the values of their customers. • Participants will be introduced to Chuck Wall’s Customer CEO Nine Powers. Much of the information presented is based upon Chuck’s primary research
    - conducted with over 100
    - 000 consumers. Students will review case studies of major brands across a wide range of industries including Apple
    - TOMS
    - IKEA
    - Yellowtail Wine
    - and many others that are profiting from putting their customers first. • Upon course completion
    - participants will view customers in an entirely new light and begin to think differently about the implications of this for their own careers and the companies where they work.

    15. CSMath: Make Data-Driven Decisions in Customer Success

    CSMath: Make Data-Driven Decisions in Customer Success

    Learn how to separate the signals from the noise!
    Content:
    - 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

    16. Essential Customer Success

    Essential Customer Success

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