Customer Success Management 101 Curriculum Preview
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Customer Success Management 101 Curriculum Preview

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Customer Success University launches June 30, 2014 with the first course: Customer Success Management 101. ...

Customer Success University launches June 30, 2014 with the first course: Customer Success Management 101.

This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager.

CSM101 is step one of three on the way to becoming a Certified Customer Success Manager.

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

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Customer Success Management 101 Curriculum Preview Customer Success Management 101 Curriculum Preview Presentation Transcript

  • CSM101: Customer Success Management 101 Curriculum Preview
  • CSM101: Customer Success Management 101 • This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. • CSM101 is step 1 of 3 on the path to becoming a Certified Customer Success Manager (CSM). COURSE DESCRIPTION
  • CSM101: Customer Success Management 101 • 12 On-Demand Video Lessons • Templates/Tools/Workbooks, • 12 Progress Assessments • 1 Final Exam • Content from Guest Lecturers • Curated Best Practices Content • Time to complete around 12 hours DELIVERY FORMAT:
  • CSM101: Customer Success Management 101 • CSM101 Certificate of Completion • This is Step 1 of 3 on the Certified CSM Path – CSM201 is next, prerequisite of CSM101 – CSM301 after that, prerequisite of 101 & 201 – Certified CSM requires completion of all three courses and passing the exam. CERTIFICATION:
  • CSM101: Customer Success Management 101 Launching June 30, 2014
  • CSM101: Customer Success Management 101 Why Customer Success as a Career? In this lesson, you will determine the value of a career in Customer Success and identify the required foundational skills for a successful career as a Customer Success manager. LESSON 1:
  • CSM101: Customer Success Management 101 Customer Success Career Opportunities This lesson describes the growing need for Customer Success management as the world moves to subscription software models, and explains that a Customer Success role provides the foundational skills for a career path in other organizational functions, such as Sales, Product Management, Professional Services, and Training. LESSON 2:
  • CSM101: Customer Success Management 101 Customer Success Terminology This lesson introduces you to the common terms used in the Customer Success field, their meaning and common usage, and acknowledges usage varies from company to company. LESSON 3:
  • CSM101: Customer Success Management 101 Customer Success Roles This lesson introduces you to the various Customer Success roles and their key responsibilities. Upon completion, you will understand how each role helps you manage your customers interactions, ensuring long-term success. LESSON 4:
  • CSM101: Customer Success Management 101 I Got My First CSM Job, Now What? Recognize that learning the product, people, processes, and customers is the basis for the CSM role. This lesson helps you develop a realistic perspective and learn best practices for starting your new role (or re-starting your current role, the right way!) LESSON 5:
  • CSM101: Customer Success Management 101 How Will You Be Measured? This lesson will help you understand the common ways of measuring CSMs, such as Customer Satisfaction score, Customer Health score, retention and renewal rate, etc. You will also understand how to evaluate team vs. individual measurements in Customer Success. LESSON 6:
  • CSM101: Customer Success Management 101 The Customer Success Process This lesson will help you understand the role of Customer Success in the customer lifecycle and identify the CSM’s responsibility within the company around maximizing Lifetime Value (LTV) of the customer. LESSON 7:
  • CSM101: Customer Success Management 101 Understanding and Engaging with Your Customers This lesson will help you develop a logical approach to engaging with your customers, evaluating why and how to segment customers, defining engagement models for customers, and recognizing preparation and follow-up as the key to customer engagement. LESSON 8:
  • CSM101: Customer Success Management 101 Handling Common Customer Situations In this lesson, you will learn three common challenging customer situations and the practical strategies to help you prepare for these potentially difficult customer situations. LESSON 9:
  • CSM101: Customer Success Management 101 The Red, Yellow, Green Meeting The Red, Yellow, Green Meeting is a core communication tool between the Customer Success manager and your customer. This lesson will show you the value in these meetings, as well as how to use this meeting to measure and manage customer health. LESSON 10:
  • CSM101: Customer Success Management 101 Managing a Quarterly Business Review (QBR) This lesson covers the Quarterly Business Review (QBR) and examines the value of a QBR in the long-term relationship with your customer. You will learn how to prepare for and conduct an effective QBR meeting with your customer. LESSON 11:
  • CSM101: Customer Success Management 101 The Ten Laws of Customer Success This lesson goes over the Ten Laws of Customer Success as curated by the top Customer Success professionals in the business. Consider this a realistic, experience-based perspective on Customer Success, and a fitting conclusion to this course. LESSON 12:
  • CSM101: Customer Success Management 101 Launching June 30, 2014