Essential Concepts

for Customer Success Professionals

Customer Success vs Customer Support

What is Customer Success

Importance of Customer Success

Evolution of Customer Success

Account Management Strategies

for Customer Success Professionals

Proactive Customer Engagement

Data-Driven Customer Insights

Customer Goal Alignment

Customer Advocacy

Customer Risk Management

Continuous Value Delivery

Building Long-term Relationships

Upselling and Cross-selling Strategies

Communication Strategies

for Customer Success Professionals

The Importance of Communication

Key Focus Areas

Active Listening

Empathy in Communication

Clarity and Transparency

Conflict Resolution Strategies

for Customer Success Professionals

Active Listening & Emotional Intelligence

Problem Solving Strategies

Collaborative Techniques

Root Cause Analysis

Value Realization Strategies

for Customer Success Professionals

Introduction to Value Realization

Measuring and Communicating Value

Identifying Value Drivers

Sustaining Long-Term Value

Overcoming Barriers to Value Realization

Strategic Thinking Strategies

for Customer Success Professionals

Shift from Tactical to Strategic

Aligning with Customer Goals

Leveraging Data for Strategic Conversations

Positioning Your Product

Growth Through Strategic Partnerships

Customer-Centric Strategies

for Customer Success Professionals

The Customer's Business Context

Active Listening in Customer-Centricity

Aligning Solutions with Customer Success

Anticipating Customer Needs

Measuring Success: Customer's Lens

Course Resources