1. Introduction
https://www.udemy.com/course/essential-customer-success/learn/lecture/20243632#overview
Gauge the health of the customer relationship
- Outcome
- Relationship
- Adoption
- Expansion
- Organization
2. Who is this course for?
https://www.udemy.com/course/essential-customer-success/learn/lecture/20766848#content
Course Purpose
- Ensure I have the understanding, practices, routines, skills and tools to make me, my business and most importantly, my customers, successful.
Who should take this course
- New or aspiring customer success managers
- Recently hired or promoted
- Intermediate experience
- Solo CSM or from small teams wishing to build best practices
- CSMs from large teams looking to implement a consistent approach.
3. Course Goals
https://www.udemy.com/course/essential-customer-success/learn/lecture/20818752#content
Course Objectives
- After completing the course I will be able to:
- Measure, analyze and understand customer health
- Take action, way ahead of the renewal
- Systematically detect and progress expansions
- Prioritize my time.
- Also be able to
- Plan structure and lead customer meetings
- Clearly articulate customer outcomes
- Build sustainable, manageable, professional relationships with my customers.
- Proactively plan and work towards expansion.
- Opposed to react
- Should be driven by customer NEED, not cross-sell or up-sell
- Planning each Day / Week / Month
- Analyze and understand adoption patterns and retention approaches
- Identify red flags in a customer relationship
- Organize and prioritize my time
- Segment my customer portfolio
- Prioritize time
- Interact with my customers professionally
- Represent my customers inside my own organization
- Work collaboratively inside my own organization
- To accomplish all of the above:
- Explain the purpose of Customer Success
- Provide context – Where did Customer Success come from?
- Explain the role of the CSM (A day in the life)
- Describe what is expected, day to day, week to week, of a CSM
- Establish the principles of a CSM (discipline)
- Differentiate Customer Success from other customer supporting roles.
4. Your Instructor
5. The no bullet point guarantee
https://www.udemy.com/course/essential-customer-success/learn/lecture/21015746#content