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Customer Success Metrics Certified | Masters
An introduction to CSM [65:44]
How to get the most out of this course
Your course pack
What to expect in this course (2:22)
What is customer success? (6:51)
Why are metrics so important? (1:42)
Data quality (8:40)
The 6 dimensions of data quality (6:18)
Data and your customers (2:55)
Customer centric (4:20)
Common pitfalls (5:28)
Coursework (0:37)
Resource library
Key takeaways (1:24)
Getting ready for customer success [49:30]
Decide on your KPIs (9:14)
Set your benchmarks (6:08)
Monitor and adjust (1:23)
The north star metric (8:26)
Cohort analysis (7:12)
Storytelling (3:32)
Business markets (1:59)
Case studies (3:30)
Tools (2:00)
Stakeholders (4:57)
Exam
Coursework (0:57)
Key takeaways (2:14)
Bonus Footage - Data-Driven Decision Making
Onboarding customers [24:37]
What is customer onboarding? (2:40)
Why we use onboarding metrics (2:08)
Onboarding metrics (16:08)
The importance on onboarding metrics (2:11)
Exam
Coursework (0:23)
Key takeaways (1:48)
Fireside Chat - Matt Penfold
Bonus Footage - Enhance retention and growth through data-driven onboarding
Customer success [32:06]
Three pillars of customer success (3:54)
Customer health scores (5:19)
Net promoter score (6:21)
Customer satisfaction scores (11:15)
Customer churn (2:55)
What's on your dashboard? (1:50)
Exam
Coursework (0:53)
Key takeaways (1:39)
Fireside chat - Emily Keller
Bonus Footage - Demonstrating the value of CS and how it relates to top-line revenue
Learning feedback form
Customer retention [46:06]
What is customer retention? (1:35)
Customer retention metrics (20:44)
Improving customer retention (4:19)
Context is key (5:51)
Customer retention cost (4:37)
Net revenue/gross revenue retention costs (5:33)
Closing the loop (0:35)
What does success look for you? (1:57)
Exam
Coursework (0:36)
Key takeaways (2:06)
Fireside Chat - Bethany Ward
Wrap up
Wrap up (0:53)
Course satisfaction survey
Resource library
Further reading
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