Customer Success Foundations

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Customer Success is one of the most rapidly expanding and transforming professions in today's business landscape. In this course, Robbie Kellman Baxter—author of The Membership Economy and The Forever Transaction—offers you a deep understanding of the Customer Success (CS) role.

Explore the definition of CS, its evolution, and the latest best practices shaping the industry. Through a comprehensive "day in the life" overview, experience the typical responsibilities and challenges faced by CS professionals. Plus, discover essential strategies to excel in your role, build strong relationships with customers, and foster support and collaboration within your organization and among your peers. By the end of this course, you'll be equipped with the knowledge and tools necessary to thrive in the dynamic world of Customer Success.

Learning objectives

• Understand the critical role of Customer Success in driving business growth and customer satisfaction, and define the key responsibilities and expectations of a Customer Success professional.
  
• Acquire and develop the essential skills and competencies necessary to excel in a Customer Success role, including relationship building, strategic thinking, and problem-solving.
  
• Learn how to transform customers into loyal advocates, enthusiastic referral sources, and compelling references by delivering exceptional value and fostering long-term partnerships.
  
• Create a comprehensive Customer Success work plan that prioritizes activities, aligns with customer needs, and supports the achievement of both customer and company goals.
  
• Establish and track meaningful metrics to measure your impact as a Customer Success Manager (CSM), demonstrating your value and building a strong case for career advancement and recognition.
  

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