Mastering Customer Success

Mastering Customer Success

Instructor: Packt - Course Instructors

Access provided by L&T Corp - ATLNext

10 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

10 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Develop strategies to increase customer retention and expansion
Understand the role of measurement in service delivery excellence
Enhance engagement models by analyzing customer behavior

Skills you'll gain

Tools you'll learn

Customer Relationship Management (CRM) Software

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

10 assignments

Taught in English

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There are 10 modules in this course

In today’s competitive landscape, customer success is critical for driving business growth and ensuring long-term value. This course equips professionals with the essential strategies and tools needed to enhance customer relationships, reduce churn, and foster sustainable revenue expansion.

Throughout the course, learners will gain practical insights into the core aspects of customer success. It covers proven methods for developing strategies that increase customer retention, utilizing measurement tools to ensure service excellence, and engaging customers through behavioral analysis to improve engagement models. What sets this course apart is its combination of expert knowledge and real-world applications. You will not only learn strategic frameworks but also see how these frameworks are implemented successfully in various industries, providing you with actionable insights that can be applied immediately. This course is ideal for customer success professionals looking to refine their strategies and expand their impact. A basic understanding of business operations and customer success principles is recommended, so it is accessible to beginners, but the course also accommodates intermediate and advanced learners seeking to enhance their skills.

In this section, we explore precise measurement strategies to align customer success with business goals using S.M.A.R.T. metrics, KPIs, and OKRs for actionable insights and sustainable growth.

What's included

2 videos5 readings1 assignment

2 videos Total 2 minutes

Course Overview 1 minute
Optimizing Your Key Metrics for Growth - Overview Video 1 minute

5 readings Total 80 minutes

Introduction 30 minutes
Aligning CS with Business Goals 10 minutes
Individual Versus Team Goals in CS Metrics 20 minutes
Qualitative Metrics How Evidence Takes on a Human Dimension 10 minutes
Customer Lifetime Value 10 minutes

1 assignment Total 10 minutes

Key Metrics for Business Growth 10 minutes

In this section, we explore foundational product knowledge, customer needs analysis, and communication strategies for Customer Success Managers to align customer success with company goals.

What's included

1 video7 readings1 assignment

1 video Total 1 minute

Building a Strong Foundation Key Knowledge for Success - Overview Video 1 minute

7 readings Total 80 minutes

Introduction 20 minutes
Understanding CLTV 10 minutes
Soft Skills of Exceptional CSMs 10 minutes
Analytical Skills 10 minutes
Feedback 10 minutes
Public Speaking 10 minutes
CSM-specific and CS Operations-specific Skills 10 minutes

1 assignment Total 10 minutes

Building a Strong Foundation in Customer Success 10 minutes

In this section, we examine balancing proactive and reactive strategies, analyzing account segmentation, and designing scalable processes for effective book of business management.

What's included

1 video6 readings1 assignment

1 video Total 1 minute

Strategies for Effective Course of Business Management - Overview Video 1 minute

6 readings Total 90 minutes

Introduction 30 minutes
Strategies for Effective Customer Prioritization 10 minutes
Segmentation 10 minutes
Scaling for Success 20 minutes
Building Your Sales Partnerships 10 minutes
Relationship 10 minutes

1 assignment Total 10 minutes

Effective Book of Business Management 10 minutes

In this section, we explore structured onboarding processes, stakeholder engagement strategies, and communication cadence to ensure client alignment and project success through transparency and planning.

What's included

1 video5 readings1 assignment

In this section, we explore strategies for identifying and cultivating referenceable customers to enhance business credibility and growth through effective advocacy.

What's included

1 video4 readings1 assignment

In this section, we explore how data can be used internally to improve processes and externally to enhance customer experiences, focusing on customer success strategies and predictive analytics.

What's included

1 video7 readings1 assignment

1 video Total 1 minute

Leveraging Data for Customer Success - Overview Video 1 minute

7 readings Total 90 minutes

Introduction 20 minutes
Understanding User/Consumer Behaviors and Patterns of Product Use 10 minutes
A Short Dive into Consumption Analytics 20 minutes
Assessing Risk and Developing Predictive Customer Retention Strategies 10 minutes
Refining Personalization for More Precise Expansion Approaches 10 minutes
Data for CS Through an External Lens 10 minutes
Strengthening Long-Term Customer Relationships and Nurturing the Growth of Customer Advocacy 10 minutes

1 assignment Total 10 minutes

Leveraging Data for Customer Success 10 minutes

In this section, we explore building internal relationships to enhance customer success, focusing on cross-functional collaboration, strategic partnerships, and leveraging expertise for improved client outcomes and career growth.

What's included

1 video5 readings1 assignment

1 video Total 1 minute

Building Your Customer Success Inner Circle - Overview Video 1 minute

5 readings Total 90 minutes

Introduction 20 minutes
Support and Technical Assistance 20 minutes
Finance and Legal 20 minutes
How to Build Internal Relationships 20 minutes
Nurturing Internal Relationships 10 minutes

1 assignment Total 10 minutes

Strengthening Customer Success Through Strategic Relationships 10 minutes

In this section, we explore retention and expansion strategies, emphasizing the math of customer growth, land and expand tactics, and identifying upsell opportunities to enhance customer success and business value.

What's included

1 video4 readings1 assignment

1 video Total 1 minute

Strategies for Retention and Expansion in Your Business - Overview Video 1 minute

4 readings Total 70 minutes

Introduction 30 minutes
Land and Expand Is More Involved Than People Think 10 minutes
Exhibiting Excellence as Individual CSMs in Retention and Expansion 10 minutes
How to Identify Upsell and Cross-sell Opportunities 20 minutes

1 assignment Total 10 minutes

Customer Retention and Business Growth Strategies 10 minutes

In this section, we explore crisis types in customer success, strategies for effective response, and methods to build trust through structured SLAs and collaboration.

What's included

1 video4 readings1 assignment

In this section, we examine how human factors and technology shape the future of Customer Success, focusing on personalized and proactive engagement strategies.