Customer Success Management Basics

What you'll learn
You will gain the academic and practical insights necessary to become a Customer Success Manager who excels in building long-term business relationships.
You will understand the concept of Customer Success Management (CSM) from a goal-oriented perspective.
You will learn that solution implementation and customer onboarding are the prerequisites for value creation, i.e. customer success.
You will understand that value monitoring and value enhancement are the core CSM activities.
Your will learn that adapting the customer value proposition is required when striving for long-term business relationships.
You will understand that successfully managing customer success is the foundation for customer advocacy.
Requirements
No experience in Customer Success Management needed
Description
This online course equips practitioners with a comprehensive understanding of Customer Success Management (CSM) through a carefully curated collection of practical and scientific insights. Designed as a practical guide, the course enables learners to grasp the intricacies of the CSM process, the role and essential skills of customer success managers, as well as the expectations associated with the field. Additionally, it sheds light on the distinctions and interconnections between CSM and other customer-focused management concepts such as value-based selling, key account management, and customer relationship management. The insights provided are not only valuable for customer success managers but also beneficial for individuals aspiring to pursue such a position in the future. This online course offers participants: Access to valuable knowledge: The online course on CSM is based on insights from research studies involving over 500 companies. Participants benefit from a wealth of knowledge grounded in scientific findings and practical applications.Practical application: The online course goes beyond theoretical concepts and emphasizes the practical implementation of learned strategies. The participants get ideas on how to increase customer satisfaction, foster loyalty, and ultimately drive revenue and business success.Enhanced customer relationships: By taking part in the course, participants gain a deeper understanding of how to build and nurture long-term, successful customer relationships.
Overview
Section 1: Introduction
Lecture 1 Customer Success a growth strategy where everyone wins
Lecture 2 Drivers of Customer Success Management implementation
Section 2: The Customer Success Management Wheel
Lecture 3 Managing customer success with the CSM Wheel
Lecture 4 Value-based Selling
Lecture 5 Onboarding and Solution Implementation
Lecture 6 Customer-related CSM process
Lecture 7 Renewal and Adapting the Value Proposition
Lecture 8 Customer Advocacy
Lecture 9 CSM Outcomes
Customer Success Manager and those aiming at such a position in the future,Team leaders, as we offer the "CSM Wheel," a robust CS framework developed through extensive research with 500 companies and incorporating industry best practices from Salesforce and Camunda
Homepage

https://www.udemy.com/course/customer-success-management-basics/

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