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.
Mastering Customer Success
Mastering Customer Success
Instructor: Packt - Course Instructors
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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
- Key Performance Indicators (KPIs)
- Customer Relationship Management (CRM) Software
- Operational Excellence
- Business Metrics
- Customer Relationship Management
- Account Management
- Employee Onboarding
- Company, Product, and Service Knowledge
- Customer experience improvement
- Customer Data Management
- Customer Engagement
- Customer Retention
- Customer Insights
- Smart Goals
- Crisis Management
- Performance Metric
- Customer Success Management
- Product Knowledge
- Customer Relationship Building
- Stakeholder Engagement
- Skills section collapsed. Showing 6 of 20 skills.
Details to know
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Assessments
10 assignments
Taught in English
Recently updated!
January 2026
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There are 10 modules in this course
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
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
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
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
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
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
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.
What's included
1 video3 readings1 assignment
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