This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM 301 is the final step of three on the way to becoming a Certified Customer Success Manager. Time to complete all three courses is around 5 hours. Click on the course to get a full description of each lesson.
Time to complete: Around 5 Hours
This self-paced course, made up of 12 lessons developed by top Customer Success experts, provides you with the critical foundation for a career as a Customer Success Manager. CSM301 is the final step of three on the way to becoming a Certified Customer Success Manager. Time to complete around 5 hours.
301.1 Customer Centricity
In this lesson, you will understand why customer success is a top-down, company-wide commitment. You will analyze the role of the CEO and Executive team in the success of the Customer Success function and recognize how selling to the right customer helps create a customer-centric company.
301.2 Making the most out of your Executive Sponsorship Program
In this lesson, you will learn to define the components of a solid Executive Sponsorship Program, determine steps for beginning an Executive Sponsorship Program and recognize the attention and maintenance needed to maintain an Executive Sponsorship Program
301.3 Aligning your Support and Services Team
This lesson will teach you to recognize the value of alignment with other parts of the post-sales organization to ensure a great customer experience, outline the core mission and metrics to define expectations internally and externally, define RACI mapping as a tool for thinking through the Customer Lifecycle and review the components of successful handoffs
301.4 Ensuring Success Across the Enterprise
This lesson will teach you why Customer Success is inevitable, how to recognize that Customer Success is a company-wide commitment and analyze strategies to drive Customer Success across the enterprise
301.5 Sales and Customer Success
This lesson will teach you to discuss the parallels between the Sales and Customer Success functions, determine strategies for the collaboration between Sales and Customer Success and recognize the necessity of metrics in order
301.6 The Best Kept Secret in Customer Success: Customer Marketing
This lesson will teach you to determine the fundamental difference between Customer Success and Customer Marketing, Evaluate focus areas for increasing customer advocacy and define how to recognize customer advocates.
301.7 Creating Customer Advocates and References
In this lesson will help you determine the goals for advocacy including references, case studies, and reviews, decide which customers could be advocates, and a discussion on operationalizing the Customer Advocacy process.
301.8 Talking Churn, Cost and Other Metrics
In this lesson you’ll learn the five steps to take to help you gain a deeper understanding of churn and retention, review best practices to measure churn and retention and which metrics are key.
301.9 Shaping Outcomes: Incenting and Rewarding Behavior
This lesson will teach you how to shape outcomes for your Customer Success and Sales teams. Specifically we will cover the purpose of a compensation model, considerations and the ideal model for a customer success compensation program.
301.10 Structuring and Hiring for Optimal Performance
In this lesson, we will evaluate the organizational structure to support Customer Success, discuss how the structure may evolve over time and discuss the value of segmentation for a growing organization
301.11 Scaling Customer Success Operations
In this lesson, we will define the four steps to scaling operations. We will identify the first step: strategies for segmenting your customer base, evaluate the second step: methods for empowering your customers, discuss the third step: how to leverage one-to-many strategies and analyze the fourth step: tools for building efficient processes.
301.12 Lifecycle Management and Segmentations
In this lesson we will determine why segmenting customers is important, analyze two suggested methods of segmenting customers and understand how to create Calls to Action for the Customer Success Manager across segments.