Sales: Customer Success
58mIntermediate2022-04-07
Authors
Robbie Kellman Baxter
Founder of Peninsula Strategies LLC
Course details
Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Customer success is one of the hottest B2B trends since the advent of the subscription business model. This course goes over the key components of customer success, or CS, including how CS fits into SaaS, membership, and service-oriented models—businesses that depend on long-term relationships to maximize customer lifetime value. Learn how it's different from customer support, what makes a successful CS sales professional and CS leader, and how to align CS with the larger organization.
Learning objectives
What is customer success?
Scaling customer success
Being a customer success professional or manager
Building a customer success plan
Aligning customer success with other departments
Learning objectives
What is customer success?
Scaling customer success
Being a customer success professional or manager
Building a customer success plan
Aligning customer success with other departments
Skills covered
Customer Service ManagementCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Welcome
1. Understanding Customer Success
- 02 - How to define customer success
- 03 - Where to start with customer success
- 04 - How customer success fits with SaaS and the membership economy
- 05 - How to scale customer success
- 06 - The difference between customer success and other departments
2. The Customer Success Professional
- 07 - The ideal personality and skills for customer success
- 08 - Why customer success is the best and the worst job
- 09 - How to hire for customer success
- 10 - Specialization in customer success
- 11 - A typical day for a customer success manager
3. How to Get Ahead in Customer Support
- 12 - How to build a customer success work plan
- 13 - How to gain support across the organization
- 14 - Customer success metrics - Making the case for a promotion or raise
4. Aligning Customer Success to Optimize It with the Rest of Your Company
- 15 - Prevent siloed customer success - Make it part of the culture
- 16 - Tips to get sales and customer success to work well together
- 17 - Get a seat at the leadership table - The role of the chief customer officer
Conclusion
- 18 - Next steps