{"id":3127,"date":"2020-08-11T19:10:50","date_gmt":"2020-08-11T19:10:50","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3127"},"modified":"2024-10-29T10:35:13","modified_gmt":"2024-10-29T10:35:13","slug":"ecc-introduction","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3127","title":{"rendered":"ECC &#8211; Section 1: Introduction"},"content":{"rendered":"<p><a href=\"\/essential-customer-success\/\">Home<\/a> | <a href=\"\/ecc-the-saas-secret-no-one-wants-to-talk-about\/\">The SaaS Secret &gt;<\/a><\/p>\n<h1>1. Introduction<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20243632#overview\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20243632#overview<\/a><\/p>\n<p>Gauge the health of the customer relationship<\/p>\n<ul>\n<li>Outcome<\/li>\n<li>Relationship<\/li>\n<li>Adoption<\/li>\n<li>Expansion<\/li>\n<li>Organization<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>2. Who is this course for?<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20766848#content\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20766848#content<\/a><\/p>\n<h2>Course Purpose<\/h2>\n<ul>\n<li>Ensure I have the understanding, practices, routines, skills and tools\u00a0 to make me, my business and most importantly, my customers, successful.<\/li>\n<\/ul>\n<h2>Who should take this course<\/h2>\n<ul>\n<li>New or aspiring customer success managers<\/li>\n<li>Recently hired or promoted<\/li>\n<li>Intermediate experience<\/li>\n<li>Solo CSM or from small teams wishing to build best practices<\/li>\n<li>CSMs from large teams looking to implement a consistent approach.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>3. Course Goals<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20818752#content\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20818752#content<\/a><\/p>\n<p>Course Objectives<\/p>\n<ol>\n<li>After completing the course I will be able to:\n<ul>\n<li>Measure, analyze and understand customer health<\/li>\n<li>Take action, way ahead of the renewal<\/li>\n<li>Systematically detect and progress expansions<\/li>\n<li>Prioritize my time.<\/li>\n<\/ul>\n<\/li>\n<li>Also be able to\n<ul>\n<li>Plan structure and lead customer meetings<\/li>\n<li>Clearly articulate customer outcomes<\/li>\n<li>Build sustainable, manageable, professional relationships with my customers.<\/li>\n<li>Proactively plan and work towards expansion.\n<ul>\n<li>Opposed to react<\/li>\n<li>Should be driven by customer NEED, not cross-sell or up-sell<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Planning each Day \/ Week \/ Month\n<ul>\n<li>Analyze and understand adoption patterns and retention approaches<\/li>\n<li>Identify red flags in a customer relationship<\/li>\n<li>Organize and prioritize my time<\/li>\n<li>Segment my customer portfolio<\/li>\n<li>Prioritize time<\/li>\n<li>Interact with my customers professionally<\/li>\n<li>Represent my customers inside my own organization<\/li>\n<li>Work collaboratively inside my own organization<\/li>\n<\/ul>\n<\/li>\n<li>To accomplish all of the above:\n<ul>\n<li>Explain the purpose of Customer Success<\/li>\n<li>Provide context &#8211; Where did Customer Success come from?<\/li>\n<li>Explain the role of the CSM (A day in the life)<\/li>\n<li>Describe what is expected, day to day, week to week, of a CSM<\/li>\n<li>Establish the principles of a CSM (discipline)<\/li>\n<li>Differentiate Customer Success from other customer supporting roles.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<h1>4. Your Instructor<\/h1>\n<h1>5. The no bullet point guarantee<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/21015746#content\" target=\"_blank\" rel=\"noopener\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/21015746#content<\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Home | The SaaS Secret &gt; 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 &nbsp; 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\u00a0 to make me, my business and most importantly, my customers, successful. Who should take ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3127\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3127","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3127","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3127"}],"version-history":[{"count":6,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3127\/revisions"}],"predecessor-version":[{"id":4030,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3127\/revisions\/4030"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3127"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3127"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3127"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}