This class is designed for Customer Success professionals who are responsible for helping clients maximise the value returned on their technology investments. This interactive course provides the knowledge and skills that enable Customer Success Managers to successfully interact with their clients, and to manage, retain and grow their strategic accounts.
By combining an established customer success framework with best practice methodologies, this course demonstrates how companies can provide extra benefits to their clients at every stage of the customer life cycle; beginning with defined pre-sales activities and ending with a renewing/growing customer or valuable lessons learned from effective churn analysis.
The class begins with understanding the Customer Success methodologies and frameworks that help improve a clients’ return on investment throughout their life cycle with the company and how to calculate the most important metrics for measuring Customer Success. Students also discover how Customer Success Managers have the scope and potential to deliver significant, positive results to internal and external stakeholders.