Aligning Executives, Product & Engineering | Success Methods Academy

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Mastering Customer Success

Course Introduction

Welcome & What To Expect (1:21)

Why Customer Success Matters

How Customer Success Drives Revenue (5:00)
The Impact Of Customer Success - The 1% Improvement (2:58)
The Customer Success Equation (1:04)
Exercise - The 1% Advantage Calculator (3:12)
Quiz - Why Customer Success Matters

What Is Customer Success?

The Route To Customer Success Management (4:05)
What Is Customer Success Management? (4:09)
Quiz - What Is Customer Success

The Importance Of Outcomes & Value In Customer Success

At Its Simplest : What Is An Outcome? (4:12)
The Customer Success Outcome Lifecycle (2:24)
The Success Methods Value Hierarchy (9:33)
Exercise - Your Customer Success Outcomes (5:39)
Quiz - The Importance Of Customer Success

Measurement, Engagement & Trust

Measuring The Value Of Customer Success (7:06)
Optimising Customer Success Engagement (6:06)
Everyone Plays A Role In Building Trust (2:38)
Exercise - Your Trust Points (5:17)
Quiz - Measurement, Engagement & Trust

A Day In The Life Of A CSM

To Be In Customer Success (1:50)
Getting Ready, Understanding & Health Scoring Your Customers (5:03)
CSM & Ownership, Building Your Framework & The Red Call (3:58)
Handovers & Success Planning (5:27)
EBRs, Renewals, Upsells, Evolving The Framework & Ending The Day (7:20)
Quiz - A Day In The Life

Aligning Your Organisation Around Customer Success

Customer Success : A Philosophy And A Function (2:42)
Aligning Executives, Product & Engineering (3:48)
Aligning Sales & Marketing, Professional Services, Support, HR, Finance & Ops (5:48)
Exercise - Aligning Your Organisation (2:21)
Conducting The Customer Success Orchestra (1:31)
Quiz - Aligning Your Organisation

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