The Complete Customer Success Manager (CSM) Course

سرفصل های دوره

Master Customer Success: Strategies, Skills, and Metrics for Success

1 - AN OVERVIEW OF THE CUSTOMER Success Managers Role

1 - WHAT IS MEANT BY CUSTOMER SUCCESS

2 - TREATING YOUR CUSTOMER AS YOUR BUSINESS PARTNER

3 - WHERE DO CSMS FIT WITHIN THE WIDER ORGANIZATIONAL STRUCTURE

2 - Readiness for Customer Success Management

4 - What Is Your Organizations Customer Success Strategy

5 - What Is Your Role in Helping to Fulfill Your Organizations Customer Strategy

6 - What Assets and Resources Are Available to Help You

7 - How Will You Plan and Manage Your Time

3 - CUSTOMER SUCCESS MANAGEMENT TASKS TOOLS AND TECHNIQUES

8 - THE RAPAE TASK MODELA WAY TO CATEGORIZE CSM ACTIVITIES

9 - UNDERSTANDING THE CRITICAL PATH

10 - GETTING IN FRONT OF SENIOR MANAGEMENT AND C LEVEL CUSTOMER STAKEHOLDERS

4 - Practical CSM Framework Phase 1 Preparation

11 - What Is Phase 1 Preparation All About

12 - Accessing Information

13 - Internal Handover

14 - Customer Information

15 - Initiative Information and Customer Outcome Requirements

16 - CSM Outcome Requirements

17 - Third Parties and Project Status

18 - Tools for PCSMF Phase 1 Preparation

5 - Practical CSM Framework Phase 2 Commitment

19 - What Is Commitment All About

20 - Communicating with the Customer

21 - Developing a Stakeholder Management Strategy

6 - Practical CSM Framework Phase 3 Onboarding

22 - What Is PCSMF Phase 3 Onboarding All About

23 - Generic and Customized Onboarding Models

24 - Information for Onboarding

25 - Tools for PCSMF Phase 3 Onboarding

7 - PRACTICAL CSM FRAMEWORK PHASE 4 ADOPTION PLANNING PART 1CONCEPTS

26 - WHAT IS ADOPTION ALL ABOUT

27 - UNDERSTANDING IMPACTED USERS

28 - RESEARCH TECHNIQUES

29 - CSM INVOLVEMENT IN ADOPTION RESEARCH

8 - PRACTICAL CSM FRAMEWORK STAGE 4 ADOPTION PLANNING PART 2IMPLEMENTATION

30 - STEP 1 DETERMINE ADOPTION REQUIREMENTS

31 - STEP 3 CREATE IMPACTED GROUPS

32 - STEP 5 DETERMINE COMMUNICATION TRAINING AND SUPPORT REQUIREMENTS

33 - STEP 6 CAPTURE ADOPTION BARRIERS AND RISKS

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تولید کننده: Udemy