What you'll learn
Understanding Outcomes and KPIs
Practice all 7 Phases of Practical CMS
Prepare for your Customer Success Manager interview. We won't go into interview skills, but we'll learn more about Customer Success.
Understand the basic principles of Customer Success. This is the cornerstone of your career as a CSM.
Show interviewers that you know your customers' success better than anyone
Gain a better understanding of what it's like to work as a Customer Success Manager
Help your customers realize the value of your solution and achieve business outcomes
Gain practice and confidence to accomplish key tasks using best practice tools and methods
Requirements
Desire to learn Customer Success Management
Description
This course also helps students prepare for the Customer Success Manager certification. This course focuses on developing the knowledge, skills, and abilities that prepare students for CSM roles and giving them the confidence to fill the role. A particular focus of this course is to provide students with opportunities to expand their real-world experience in a safe environment using hands-on exercises and role-plays. Here you will practice all 7 phases of the CSM Framework contained within three stages.A. Initial StageThe early stages of an engagement are about getting things ready - primarily getting oneself ready as the CSM to be useful and relevant in the context of the customer's needs and desires and getting to know the customer's key stakeholders, as well as reaching an agreement on the types of ways the CSM will be able to help the customer with their journey towards value realizationPhases within the Initial Stage:Phase 1: Preparation Phase 2: CommitmentB. User Readiness StageThe user readiness stage is all about helping the customer prepare their users to be able to fully adopt and use the solution they have purchased. This includes both the initial onboarding of products and services and then moves into full scale adoption, which in turn readies the customer to commence solution utilization.Phases within the User Readiness Stage:Phase 3: Onboarding Phase 4: Adoption Planning Phase 5: Adoption ImplementationC. Ongoing StageThe final stage is ongoing in the sense that it continues on into the future for as long as the customer continues to use the solution. This stage takes over as soon as adoption is completed and ensures that maximum value is continually generated, measured and reported on. At intervals during this stage the CSM will take stock of the engagement and determine what has gone well, what could have gone better and what has been learned for future engagementsPhases within the Ongoing Stage:Phase 6: Value Realization Phase 7: Engagement EvaluationBecause CSMs work directly with customers, they have the opportunity to make a significant impact on their customer base. They act as personal cheerleaders for your business, explaining to customers why you can meet their particular needs. It will also give you a reason to recommend it. Onboarding new customers.Onboarding is one of CSM's top priorities. That's because educating customers on how to use your product is very important. Onboarding should focus on the features you need to learn based on the projects you want to complete. This way, they can be up to date as quickly as possible and be one step closer to their goals. Track updates.A CSM's job is to create loyal repeat customers, not one-time users. This is why extensions are so important for this position. CSMs must track customer product expiration dates monthly, quarterly, or annually and contact customers to renew contracts. Without tracking, you run the risk of potential churn and impacting customer retention.Encourage upselling and cross-selling.Upselling and cross-selling are another way to increase customer lifetime value. CSM is dedicated to achieving customer goals and creates opportunities to introduce premium products and services. If the customer is a good candidate for an upgrade, the CSM can meet with the customer and explain why the additional purchase would be beneficial. Because CSMs have relationships with their customers, they are more likely to trust your team's advice.Build relationships with customers and support teams.There are some customer questions for which CSM is not responsible. Technical issues, minor product issues, and basic business questions should be directed to our customer support team. The CSM should facilitate customer support relationships and make it easier for users to resolve minor or short-term issues.Be the voice of the customer.As a customer-facing person, the CSM should feel a responsibility to advocate for their needs. You need a deep understanding of your customers' likes and dislikes about your product, which can be discovered through surveys, reviews, recommendations, and more. The CSM should organize, analyze, and share this information with other departments to ensure that the organization's decisions always keep the voice of the customer in mind.
Overview
Section 1: An Overview of the Customer Success Manager's Role
Lecture 1 What is Meant by "Customer Success"?
Lecture 2 Treating Your Customer as Your Business Partner
Lecture 3 Where do CSMS fir Within the Wider Organizational Structure
Section 2: Readiness for Customer Success Management
Lecture 4 What is Your Organization's Customer Success Strategy?
Lecture 5 What is Your Role to Your Organization's Customer Success Strategy
Lecture 6 What Assets and Resources are Available to Help You?
Lecture 7 How Will You Plan and Manage Your Time?
Section 3: Customer Success Management Tasks, Tools and Techniques
Lecture 8 The RAPAE Task Model - A Way to Categorize CSM Activities
Lecture 9 Understanding the Critical Path
Lecture 10 Getting in Front of Senior Management and "C" Level Customer Stakeholders
Section 4: Practical CSM Framework Phase 1: Preparation
Lecture 11 What is Phase 1: Preparation.
Lecture 12 Accessing Information
Lecture 13 Internal Handover
Lecture 14 Customer Information
Lecture 15 Initiative, Information and Customer Outcome Requirements
Lecture 16 CSM Outcome Requirements
Lecture 17 Third Parties and Project Status
Lecture 18 Tools for PCSMF Phase 1: Preparation
Section 5: Practical CSM Framework Phase 2: Commitment
Lecture 19 What is "Commitment" All About?
Lecture 20 Communicating with the Customer
Lecture 21 Developing a Stakeholder Management Strategy
Section 6: Practical CSM Framework Phase 3: Onboarding
Lecture 22 What is PCSMF Phase 3: Onboarding All About?
Lecture 23 Generic and Customized Onboarding Models
Lecture 24 Information for Onboarding
Lecture 25 Tools for PCSMF Phase 3: Onboarding
Section 7: Practical CSM Framework Phase 4: Adoption Planning Part 1: Concepts
Lecture 26 What is Adoption All About?
Lecture 27 Understanding Impacted Users
Lecture 28 Research Techniques
Lecture 29 CSM Involvement in Adoption Research
Section 8: Practical CSM Framework Phase 4: Adoption Planning Part 2 - Implementation
Lecture 30 Step 1: Determine Adoption Requirements
Lecture 31 Step 3: Create Impacted Groups
Lecture 32 Step 5: Determine Communication, Training and support Requirements
Lecture 33 Step 6: Capture Adoption Barriers and Risks
Beginner or experienced Customer Success Managers,Business students looking for a career in tech companies,Business professionals looking to improve their customer experience,Students preparing for Customer Success Manager Specialist certification


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