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Customer Success Certified: Core
Introduction to Customer Success [40 mins]
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Resource library
Introduction (1:47)
Where did Customer Success come from? (7:35)
The core concepts of customer success (5:00)
Adoption (11:40)
The future of Customer Success (3:07)
Time to reflect 💡
Exam #1
Fireside chat [15 mins]
Fireside chat | Josh Horsman, The Alliance
Skills for Customer Success [60 mins]
Skills for customer success (6:50)
Cross-departmental collaboration (10:23)
Case study - How sales and customer success align (4:35)
Keeping track of growing responsibilities (2:38)
Building a team (6:14)
Coaching and goal setting (3:48)
Your playbooks (7:43)
Time to reflect 💡
Exam #2
Fireside chat [17 mins]
Fireside chat | Dave Collard, LinkedIn
Understanding your customer [60 mins]
Understanding your customer (7:10)
Onboarding and activation (11:11)
Onboarding framework (4:31)
How do we know it's working? (2:53)
Adoption (8:42)
Coursework (1:04)
Segmentation 101 (7:59)
Segmentation across the journey (6:00)
Time to reflect 💡
Exam #3
Fireside chat [23 mins]
Fireside chat | Renata Kashiwaya Pinheiro, RKP Consulting
Your existing customers [75 mins]
Retention and churn (11:04)
Feedback and the voice of the customer (5:52)
Coursework (0:28)
Customer experience maps (2:53)
Engagement and education (7:24)
Common challenges (9:09)
Case study - Churn mitigation at LinkedIn (3:12)
Your advocates (5:09)
Renewals and upselling (7:43)
Time to reflect 💡
Exam #4
Your metrics [45 mins]
The importance of metrics (2:17)
The north star metric (3:54)
Onboarding metrics (4:35)
Customer health scores (2:54)
NPS (3:03)
CSAT (1:57)
Churn (1:46)
Retention metrics (7:53)
Advocacy (2:41)
Moving the needle (1:54)
Time to reflect 💡
Exam #5
Bonus footage [65 mins]
Designing and leveraging health scores in the customer lifecycle | VMWare
Customer Success at scale | Intercom
The fundamentals of onboarding | Boomi
How to create a customer experience that can grow the bottom line | Stripe, RingCentral, Google, JB Sales
Who owns the customer lifecycle | VMware
How to achieve retention and renewals | OneSpan, Cloudflare, Zingtree, Personio
Wrap up
Wrap up (1:56)
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