What you'll learn
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
Combat cross-functional challenges that commonly hinder collaboration
Requirements
There are no requirements or prerequisites for this course.
You will get the most from this course if you are currently working in a customer-facing, corporate role.
Description
Have you ever been frustrated because it seems like other teams inside your company don't care about customers in the same way that you do? Do you want to encourage other teams to adopt a customer focus? Do you wish that you had the ability to effectively lead a cross-functional team in order to drive a better customer experience? If you said yes to any of these questions, this is the course you're looking for!Customer Success: Building Cross-Functional Relationships will help you understand the goals and pressures that drive other teams inside of your company, as well as the intersections between each team and Customer Success. We'll focus specifically on marketing, sales, support, services, product, finance, and leadership. This course will help you create a stronger customer experience by providing practical tips on how to engage other teams in your organization in a way that is meaningful to them. At the end of the course we'll zero in on three common blockers to building cross-functional relationships, and teach you how to combat them. My name is Kristen Hayer, and I'm the CEO of The Success League, a customer success consulting firm. As a former sales and customer success executive, I've seen first hand how poor cross-functional relationships can negatively impact the customer experience. Over time, I learned what drives other teams inside an organization, and how to build strong relationships between groups. I'm excited to share my experience with you in this course!I've included exercises to help you build your skills and worksheets you can start using right away. At the end of the course we provide a resources list full of books, articles and suggestions for continuing your learning on this important topic.Building skills in cross-functional leadership will enable you to stand out as a CSM, move into management roles, and shine as a leader. This course is designed to help you build the knowledge and skills you need to grow your career in customer success. If you're ready to create more productive partnerships with teams in your company, join me in this course!
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 What is Customer Success?
Lecture 3 Cross-Functional Alignment
Lecture 4 Exercise: Reflect on Your Relationships
Section 2: Customer Success at the Center
Lecture 5 Where Customer Success Sits
Lecture 6 Exercise: How is your company structured?
Section 3: Customer Success & Marketing
Lecture 7 Marketing Goals
Lecture 8 Marketing: Areas of Intersection
Lecture 9 Marketing: Alignment Tactics
Lecture 10 Exercise: Customer Story Pitch
Section 4: Customer Success & Sales
Lecture 11 Sales Goals
Lecture 12 Sales: Areas of Intersection
Lecture 13 Sales: Alignment Tactics
Lecture 14 Exercise: CS Program Presentation
Section 5: Customer Success & Support
Lecture 15 Support Goals
Lecture 16 Support: Areas of Intersection
Lecture 17 Support: Alignment Tactics
Lecture 18 Exercise: Feature Business Case
Section 6: Customer Success & Professional Services
Lecture 19 Professional Services Goals
Lecture 20 Professional Services: Areas of Intersection
Lecture 21 Professional Services: Alignment Tactics
Lecture 22 Exercise: Coffee Meeting
Section 7: Customer Success & Product
Lecture 23 Product Goals
Lecture 24 Product: Areas of Intersection
Lecture 25 Product: Alignment Tactics
Lecture 26 Exercise: Unique Use Case
Section 8: Customer Success & Finance
Lecture 27 Finance Goals
Lecture 28 Finance: Areas of Intersection
Lecture 29 Finance: Alignment Tactics
Lecture 30 Exercise: Churn Risk Snapshot
Section 9: Customer Success & Leadership
Lecture 31 Leadership Goals
Lecture 32 Leadership: Areas of Intersection
Lecture 33 Leadership: Alignment Tactics
Lecture 34 Exercise: Customer Success Elevator Pitch
Section 10: Tackling Common Challenges
Lecture 35 Change Resistance
Lecture 36 Lack of Customer Focus
Lecture 37 Lack of Accountability
Lecture 38 Exercise: Reflecting on Resistance
Section 11: Conclusion
Lecture 39 Additional Resources
Lecture 40 Thank you!
Lecture 41 Bonus: The Success League's Classes
Customer success leaders and professionals hoping to build more productive relationships across the organization,Professionals currently working in customer-facing roles inside a company,Anyone who wants to build better cross-functional partnerships


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