Advanced Customer Success

Achieve breakthroughs and earn your seat at the C-level table!
What you'll learn:
Build a strong business case for Customer Success investment
Build a shared belief among customer decision-makers that value has been received and will continue
Design and implement more effective and scalable CS processes
Use data more effectively to uncover new insights and show your value
Overcome internal "silo-ism" and lead the fight against churn across the enterprise
Lead change internally and with your customers
Plan and achieve breakthroughs like top performers in every industry
Requirements:
Director or VP of Customer Success with at least 3 years' experience
Description:
This course is intended for experienced Customer Success leaders who have achieved good initial results but their team's operational performance has since plateaued. Leaders are now challenged by the C-suite to "do more with less," to grow and scale Customer Success operations cost-effectively while at the same time increasing Net Recurring Revenue. This course covers topics not widely discussed in the industry but are critically important for relentlessly and continuously improving business results. It introduces novel ways to view markets, customers, processes, metrics, and financials used every day. And it describes management practices used by top-performing companies around the globe. Students learn advanced topics, such as how to: build a compelling business case for changeuse segmentation and tiering to increase effectiveness and efficiencybetter align with and facilitate customer decision-making through neuroscienceanalyze key processes and improve themuse statistics to make better decisions and show ROIdeploy strategic management systems to reduce silo-ism and boost enterprise-wide performanceengage their CEO to successfully plan and execute dramatic improvementsBy putting this new learning into practice, Customer Success leaders can add substantially more value to their organizations and advance their own careers as a result. The course is taught by Ed Powers, a leading practitioner and consultant in the Customer Success industry. He has nearly 40 years' experience in sales, marketing, quality, and operations, and over a dozen years helping technology companies improve results in customer retention and installed base revenue growth.
Who this course is for:
Senior leaders who have reached a performance plateau and seek breakthroughs, finally earning their place as a CCO