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Customer Success Certified: Core
Introduction to Customer Success [40 mins]
How to get the most out of this course
Your course pack
Resource library
Introduction (1:47)
Where did Customer Success come from? (7:35)
Why is customer success important (4:25)
What customer success is not (5:24)
The core concepts of customer success (5:00)
Roles and Responsibilities: CSMs (6:35)
Roles & Responsibilities: Everyone else (5:14)
The future of Customer Success (3:07)
Key takeaways (3:04)
Time to reflect
Exam #1
Fireside chat [15 mins]
Fireside chat | Josh Horsman, The Alliance, former head of Customer Services
Customer success and business stages [24 mins]
Customer success at different stages (7:44)
Launch phase (3:50)
Growth phase (3:44)
Strategy phase (4:19)
Decline phase (4:01)
Key takeaways (5:19)
Time to reflect
Exam #2
Fireside chat [18 mins]
Fireside chat | Dave Collard, LinkedIn
Skills for Customer Success [48 mins]
Skills for customer success (7:24)
Cross-departmental collaboration (4:13)
Customer success and marketing (1:40)
Customer events (4:14)
Working alongside sales (6:01)
Finding harmony between customer success and product development (0:41)
How to work with customer support (3:19)
Regular communication (0:48)
Embrace technology (0:48)
Develop a unified customer profile (0:52)
Cross-training programs (1:11)
How sales and customer success align (4:35)
Keeping track of growing responsibilities (2:38)
Building a team pt.1 (6:14)
Building a team pt.2 (3:48)
Your playbooks (7:43)
Coursework (0:32)
Key takeaways (2:51)
Time to reflect
Exam #3
Fireside chat [23 mins]
Fireside chat | Renata Kashiwaya Pinheiro, RKP Consulting
Fireside chat [35 mins]
Fireside chat | Ari Hoffman, Influitive (33:57)
Customer success in different industries [38 mins]
SaaS (7:39)
Salesforce case study (3:31)
Fintech (4:15)
Square case study (2:41)
Payment (2:24)
PayPal case study (2:21)
Tech industry at large (6:32)
Customer success in B2C (7:15)
Key takeaways (2:41)
Time to reflect
Exam #4
Understanding your customer [56 mins]
The customer journey (7:10)
Onboarding freemium customers (4:43)
Onboarding and activation (11:11)
Onboarding framework (4:31)
Referral programs (4:57)
How do we know it's working? (2:53)
Adoption (8:42)
Case study: why is the ride so bumpy? (4:38)
Coursework (1:04)
Segmentation 101 (7:59)
Segmentation across the journey (6:00)
Key takeaways (4:00)
Time to reflect 💡
Exam #5
Customer Feedback [44 mins]
The importance of customer feedback (1:20)
How to gather customer feedback (3:23)
The role of CI in customer feedback (2:02)
Handling negative feedback (4:18)
Key questions to ask customers (0:53)
Case studies (3:15)
Customer advisory boards (0:48)
How to analyze and action feedback (2:36)
Disseminating your findings (1:57)
Closing the feedback loop (2:34)
Time to reflect
Key takeaways (2:33)
Exam
Your existing customers [52 mins]
Retention and churn (11:04)
Feedback and the voice of the customer (4:36)
Coursework (0:19)
Cross-selling and upselling (0:34)
Customer experience maps (2:53)
Engagement and education (1:59)
The benefits of customer engagement and education programs (3:19)
Methods to engage customers (9:14)
Engagement and education examples (4:24)
Crafting a Customer Education Plan (2:30)
Case study: Kustomer (5:10)
Customer communities (4:33)
Common challenges with churn (7:21)
Case study - Churn mitigation at LinkedIn (3:12)
Your advocates (5:09)
Renewals and upselling (7:43)
Key takeaways (4:47)
Time to reflect 💡
Exam #6
Churn [50 mins]
The difference between cancellation and churn (0:53)
How to calculate churn (2:25)
Strategies to reduce churn (2:58)
The fundamentals of onboarding (0:56)
Six things to do when a customer announces they're leaving (4:06)
Turning the tide when a customer was ready to leave (0:29)
The state of customer churn (1:01)
Coursework (0:37)
Time to reflect
Key takeaways (2:45)
Exam
Your metrics [45 mins]
The importance of metrics (1:41)
The north star metric (3:54)
Onboarding metrics (4:35)
Customer health scores (2:54)
NPS (3:03)
CSAT (1:57)
Churn (2:06)
Customer effort score (5:46)
CLV (4:15)
Retention metrics (5:23)
Advocacy (2:41)
Moving the needle (1:54)
Predictive customer analytics (3:48)
Coursework (0:40)
Key takeaways (3:13)
Time to reflect 💡
Exam #7
Tools and best practices [32 mins]
Reactive vs. proactive customer success (3:57)
Personalizing customer experiences (7:55)
Building a customer-centric culture (7:18)
Common challenges in customer success (7:43)
Adobe case study (4:34)
Using AI and automation in customer success (0:28)
Key takeaways (2:17)
Time to reflect
Exam #8
Bonus footage [95 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
Proactively identifying at risk customers | ZoomInfo
Wrap up [10 mins]
Wrap up (0:33)
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Case study: why is the ride so bumpy?
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