Courses

Go from a slightly uncertain and confused newbie to a confident and skilled Customer Success Manager. What you'll learn: Understand key concepts and terminologies related to the Customer Success Manager roleDefine the roles and responsibilities of a Customer Success ManagerDrives organizational and business outcomes from technology solutions in customer engagementsDevelop skills and knowledge around the increasingly crucial Customer Success Manager role The Cisco Customer Success Manager:A Basic Course is a foundational training curriculum that allows an aspiring Customer Success Manager to understand the role as part of a high performing Customer Success practice. It teaches the customer lifecycle stages, success plan, health index and adoption of Cisco architectures. Customer Experience OverviewIn this video, you will learn what customer experience is, why it’s important, and how Cisco is transforming its business model to align with the customer lifecycle. Customer Lifecycle OverviewThis module will show you how Cisco Partners help customers realize the value of their technology solutions, accelerating customer success, and driving partner profitable growth.Lifecycle Stages ExplainedIn this video we’ll go through each stage of the customer’s lifecycle journey. Success Plan OverviewIn this module, we review the Success Plan and how it benefits the customer, our partners, and Cisco, including Success Plan components, basic functions, and role responsibilities.Health Index Dashboard OverviewIn this video you will become familiar with the Health Index, and how this information is used by the Cisco account team to bring tangible benefits to their Customer base.Cisco Customer Experience - What is Adoption?In this module, we’ll review what adoption is and why it plays an important role in the customer lifecycle. We’ll see who is responsible for driving adoption in the Customer Experience team, and we’ll see how you can help your customers achieve greater value.Customer Mapping in the LifecycleIn this module, we will review: (1) Why mapping the customer within the lifecycle matters to you and how it benefits your customer. (2) How to identify data streams that support customer mapping. (3) What types of questions you can ask to drive value conversation.CX in Action - Success PlanThis video describes creating the customer success plan with customer data and insights from conversations.Business Architectural Value OverviewIn this module, we’ll illustrate the business value of Cisco architecture to the customer and explain how new market trends shape our value proposition.Licensing and Enterprise AgreementsIn this module we’ll review Cisco’s software business and how it fits into recurring revenue. We will review the three types of licensing and five ways Cisco makes software available to our customers. Smart Accounts and Smart LicensingAt the conclusion of this module, you should have an understanding of three key areas: (1) The Smart Account (2) Licenses (3) And the central website used for Smart Accounts, called Cisco Software Central. Cisco Success Portfolio Overview The Cisco Success Portfolio brings together the right expertise, best practices, and insights, from Cisco and our partners, based on our experience of leading large-scale technology implementations and innovations.Cisco Customer Experience - ATX OverviewIn this module we'll review what Accelerators are, how they're structured, and where they fit in our Cisco Customer Experience portfolio. We'll also explain how our partners and customers can benefit from using them. Cisco Customer Experience - Accelerators OverviewIn this module we'll review what Accelerators are, how they're structured, and where they fit in our new Cisco Customer Experience portfolio. We'll also explain how our partners and customers can benefit from using them.

The foundations to become a great Customer Success Manager in a tech company. A very well paid profession on the rise What you'll learn: Have a better understanding of what your job as Customer Success Manager will be likeUnderstand the fundamental principles of Customer Success. Which will be the foundation for your career as a CSMBe more prepared for a Customer Success Manager job interview (we will not cover interview skills, but you will know more about customer success)Show your interviewers that you are more knowledgeable about Customer Success than most of the peopleGet ready to start your new job with as a Customer Success Manager Uzo Akotaobi, Director, Human Resources at Comcast, said: "I took Gustavo's course about Customer Success and found it to be the single most valuable resource I tapped into when pursuing a career in this space. The reason for that is because Gustavo was able to explain the science of customer success in such a way to where you could look at your own experience whether it was in Customer Success or not and find ways to translate it to a resume. This helped me tailor my resume to Customer Success jobs in ways I didn't think to do otherwise. I can attest to the fact that after I took the course on Customer Success and revised my resume, recruiters responded more frequently. No joke! 3 different companies contacted me over the course of 3 weeks vs. NONE before. My background is in HR so I was looking at Customer Success roles in the HR technology space. Gustavo was easy to understand and the content was insightful. There is no silver bullet but if you take his course and really try to understand how your experience translates to Customer Success, there is no way you won't benefit from this course. I know I did and I got the interviews and job OFFER to prove it! " What is a Customer Success Manager?In the digital age, tons of new jobs have sprung up. Most people think of computer programming, website design or software integration, but what about the human side? The Customer Success Manager is one such job.To sum it up in one sentence: This job is simply helping customers accomplish their goals with the software or service they purchased.For any business, client retention is huge. It costs a company way less to keep a customer than to acquire a new one, and even more costly is to try and win that customer back. That's where this job comes in. If they have a complaint, you take care of it. If they succeed, you celebrate with them. You get to build long-term relationships with the clients, and as the client's needs adapt and change, you get to assist them in that process. Benefits of working as a Customer Success ManagerLet's start with Salary.According to Payscale the average salary for an Entry-Level Customer Success Manager is $59,619 per year and $69,210 when you are past Entry-level and can reach into the 6 figure range for those who excel at this position.More and more companies are seeing the incredible opportunities this type of job can provide. Startups and tech companies are leading the way, both big and small, and this field of work is only growing bigger.And let's not forget perks. Because a lot of these jobs are at tech and startup companies, often they have great employee benefits such as:Great health care coverage, and even gym memberships.Amazing offices, with plenty of recreational activities around.Often they will match your 401(K).Free snacks, free catered lunches every day… some even free beer.Happy hours or cocktail afternoons.Company trips, dinners, events.Flexible hours and unlimited vacations.Remote work.And of course: equity.If you consider all of the benefits, the salary, and how dynamic this position is, it definitely makes sense to invest a few dollars in a course that will help you learn about and prepare for this growing job opportunity. Enroll now, and I'll see you on the inside.

Learn to win customers and make them your ambassadors What you'll learn: Understand the meaning of Customer SuccessUnderstand Customer CentricityCustomer onboarding definition, goals, strategies, and toolsUnderstand Customer ValueUnderstand Customer SatisfactionUnderstand Customer LoyaltyUnderstand Customer Value-Driven Marketing StrategiesUnderstand Customer EngagementUnderstand Customer EquityKnow different types of customers or customer groupsUnderstand Customer Generated MarketingHow to convince customers?Understand Customer Feedback Management To be a successful business you must understand your customers because without customers you can not succeed in your business. Can you name any company that can survive without customers? I bet you can not.You can see, how important it is for companies and individuals to understand their customers so that they can treat them the way they want to be treated. The result is something everyone wishes for, SUCCESS!This course will teach you so many interesting topics related to customers that will help you understand your customers better and in return ensure the success of your business, company, and organisations.Enrol and have a fruitful learning experience.

This course contains key information on business management for customer success professionals. It explains how businesses create value, as well how they are organized and managed.

Deliver an Exceptional Experience What you'll learn: The objective of this course is to help students learn new ways to more effectively engage their customers.You will be introduced to The Customer Engagement Value Chain, the 7 walls separating companies and customers, customer insight, personas, propositions, and customer journey mapping.Upon course completion, you will have greater knowledge and specific tools to help you improve your company’s customer engagement. Customer engagement is much more than having a call center or handling a complaint. It’s about understanding peopleat a deeper, emotional level. You must learn to walk in their shoes to help them overcome the pain points they face in their everyday lives. Smart companies realize that in today’s social era, customer engagement requires emotional connection. In this courseyou will learn how: · The Customer Engagement Value Chain drives profitable business growth • About the Seven Walls that separate you from your customers • Three simple words will change how you think about and act towards customers • Award winning singer songwriter Paul Simon learned how to listen like never before • The world’s largest consumer products company started listening to their customers in an entirely new way • The Cleveland Clinic used empathy to revolutionize health care • Westin Hotels succeeded in a creating new segment through targeted engagement • Mercedes-Benz’s leapt to the top of the automotive pack in customer satisfaction Every student who successfully completes this course will be equipped with new knowledge about your customers that can transform your company and your career.

Creating a Winning Social Strategy What you'll learn: The objective of this course is to help participants better understand why companies must listen to their customers by using social media.Upon course completion, participants will have the knowledge and tools needed to improve their ability to create a winning social media strategy. Today’s customers have found a better mousetrap that isrevolutionizingthe way business is done. Theyare using the power of the social media platform to seize control of the brandconversation and flow of information. The question for you is simple: how well isyour company is listening? The smartest brands have already embraced the new reality of this platform. They’ve learned that by directly engaging with their customers in a straightforward manner, they can solve problems and tap into a steady stream of fresh thinking and new ideas about product and service improvements. But, you have to listen first. How to Listen to Today’s Customers is packed with the ways and means for you to create a winning social listeningstrategy. You will learn: Why listening to customers on the social media platform is more important than ever beforeHow to make sense out of Big Data The five steps to crafting a winning social strategy The twenty-one proven tactics to execute your plan How Jet Blue has mastered social media through speed and humorThe ways social media has transformed how Adobe listensWhy Mercedes-Benz doubled sales on the platform by reaching an entirely new audienceHow Morton’s Steakhouse wrote the greatest customer servicestory ever toldHoweight other brands have made social listening a critical part of their successNo matter your experience with social media, there’s plenty of fresh insight in this course to help you succeed. Every student who successfully completes this course will gain fresh knowledge and insight to propel their company and career forward. We look forward to sharing much more with you so let's get started together.

Do you want to foster long-term customer loyalty and increase repeat purchases for your business? Acquiring a new customer can cost five times more than retaining an existing one, so learning how to retain them can offer huge growth for your business and profits. This course explores how to cultivate and nurture your existing customer relationships to improve your overall retention rates. You’ll look at customer relationship management (CRM) tools and will see how data analysis can be used to improve communication and keep customers coming back time after time. Gain a better understanding of your customer relationships Grow your knowledge of customer relationships by reviewing the key components of them. You’ll look at the different aspects that affect how a customer views their relationship with your brand, and the levers you already have for improving them. Discover new methods to evaluate CRM success From deal close-rates and upsell-rates, through to net-new revenue and sales-cycle lengths, you’ll explore how metrics are used to evaluate the effectiveness of CRM strategies. In addition, you’ll discover how to make customers feel cared for by sending personalised emails and asking for feedback at the right time. Maintain your business’ long term customer success By the end of this course, you’ll be able to identify the tactics used to achieve sustainable business growth and minimise churn through long-term customer success. This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including: early-stage or aspiring customer success and experience management professionals; early career professionals looking for a CRM consultant role; business development and sales professionals; product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience. During the course we’ll be using the Salesforce Trailblazer platform.

The definitive Customer Success Management course. Practical resources for professional Customer Success Managers. What you'll learn: An approach that will help you to proactively improve retentionTools that will improve adoption and expansionThe daily practices required to be a professional Customer Success Manager Learn from an instructor that has lead customer success and professional services teams for two decades, has managed multi-million dollar businesses and has advised some of the largest and most well-known organisations in the world including Ikea, Unilever, Nestle, Amex and many, many more. Benefit from real, practical experience proven to drive best-in-class retention, revenue and to make you and your customer successful. We are living in the customer-centered economy requiring an unerring focus on the customer and their success. This course is a full, practical and thorough insight into the skills and routines requires to be a Customer Sucess Manager. You will learnWhat Customer Success is and the key requirements of your roleHow to measure customer healthWhat to do to improve customer healthHow to understand your customers and their needsHow to segment your portfolio of customers and prioritise your timeHow to manage your managerHow to balance the needs of your customer and your businessHow to manage your day as a CSMThis course is underpinned by a structured, comprehensive, and practical customer success framework that you will be able to take away, adapt and apply to your customers in your business.So, if you want your customers, your team and you to be successful then join me on this course today.

How to Become a Customer CEO Champion What you'll learn: The objective of this course is to help participants better understand why companies need to align themselves with the values of their customers. • Participants will be introduced to Chuck Wall’s Customer CEO Nine Powers. Much of the information presented is based upon Chuck’s primary research, conducted with over 100,000 consumers. Students will review case studies of major brands across a wide range of industries including Apple, TOMS, IKEA, Yellowtail Wine, and many others that are profiting from putting their customers first. • Upon course completion, participants will view customers in an entirely new light and begin to think differently about the implications of this for their own careers and the companies where they work. Most companies still operate as if they control their customers. But, in today’s market, it’s really the other way around. In fact, there’s a new boss in town, named Customer CEO. This course is based on Chuck Wall’s book,Customer CEO: How to Profit from the Power of Your Customers. Customer CEO was selected by an international panel of judges as one of the top two marketing books published in 2013. This course will help you confront a new market reality: that customers choose which companies to do business with entirely on their own terms. Contrary to popular opinion, Chuck shows you that the customer is not always right. But, they still hold the cards in today’s fragmented, highly competitive, social commerce marketplace. This reality effectively inverts the power, control, and direction of decision-making. To survive and prosper in this new landscape, leaders, managers, and employees must quickly adapt or face extinction. This course offers much more than theory. Chuck’s primary research with over 100,000 consumers has revealed that every customer possesses nine powers. He lays out each power for you and explains how you can take advantage of it for your company. The course features numerous case studies of companies that enjoy competitive advantage by understanding this new reality.

Discover how to optimise customer experience within the digital economy Learn skills that will enable you to design and implement strategies to improve both customer experience and customer success.

A collection of 68 micro-lessons to help CSMs manage, retain, and grow their book of business What you'll learn: Comfortably navigate complex client relationshipsEfficiently manage and forecast your book of businessMaximize your cross-functional partnershipsIdentify pain points and resolve them quicklyDiscover strategies that are key to delivering building mutual success Udemy's "Smart Tips" is the ultimate micro-learning series. Short, standalone lectures let you learn new skills at your own pace, anytime, anywhere. Find what you need, when you need it. Elevate your learning with Smart Tips!Welcome to Smart Tips: Customer Success! In this course, I’ll provide short lectures to help you choose a course of action - fast so that you can immediately apply it to your accounts. The videos in this course are standalone. That means you don’t have to watch in any particular order. If you’re searching for a specific skill or topic that’s relevant to you, take a look through the available tips to find the knowledge you need when you need it.Customer Success comes in many different flavors, from sophisticated to scrappy, from high-touch to low-touch. Customer Success is most often applied in SaaS companies, but the principles apply to any business that depends on delivering value to customers over the course of a long relationship. If you are tasked with building relationships, retaining and growing revenue, and making customers successful you will find valuable insights to improve your performance. Join me in this course for some of my favorite tips and tricks from 12+ years in Customer Success leadership at companies from $1 to $2B ARR.

Did you know that companies using Generative AI in customer success see a significant improvement in customer satisfaction and operational efficiency? Discover how you can leverage this technology to transform your customer success strategies. This short course empowers customer success professionals and managers to enhance their strategies using Generative AI (GenAI) technologies. By completing this course, you'll be able to apply advanced GenAI tools to streamline your customer support processes, improve customer engagement, and increase overall employee satisfaction the very next day at work. By the end of this course, you will be able to: 1.Explain how GenAI can be used to improve customer success processes in your organization. 2.Resolve ethical and data privacy challenges when using GenAI in customer success strategies. 3.Create a plan to integrate GenAI into your customer success operations. This course is unique because it combines theoretical insights with practical applications, including real-world examples and case studies, to provide a comprehensive understanding of GenAI in customer success. To be successful in this course, you should have a background in customer success, customer service, or a related field, and a basic understanding of AI technologies.

New to customer success management (CSM)? This course will help you get up to speed. Explore what CSM is and how it works, and learn about its key principles and activities.

Transform customer success through AI integration in this comprehensive program covering Voice of Customer practices, generative AI applications, retention strategies, and automated support systems. Learn to leverage cutting-edge technologies like ChatGPT, Claude, and custom AI models to enhance customer experiences, streamline operations, and drive measurable business outcomes through hands-on projects and real-world applications.

Customer service managers lead their teams in problem solving, troubleshooting customer issues, and providing exceptional customer service. Get the skills you need to establish processes and policies that guide your employees to deliver superior performance. Learn the essentials of managing a contact center and team.Manage customer expectations and build loyalty.Develop customer surveys and win back lost customers.

Strong customer service is a cornerstone of any business and this short training course is an effective tool that will ensure your employees are aware of successful customer service practices. The knowledge developed with these videos will have a positive impact on your employees and ultimately your company.

Businesses that deliver great customer service often have a strong customer experience strategy to guide their improvements. In this course, you’ll learn about the different components that go into creating an effective customer experience (CX) approach, from objectives and technology, through to data analysis and stakeholder insight. Discover operational and technological approaches to CX strategies Gaining an understanding of the two key approaches to CX will help your strategy succeed. First, you’ll find out how operational CX takes a holistic view across the company, taking into account multiple considerations beyond the customer-facing arena. Then you’ll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech. Explore the crucial differences between Customer Experience and Customer Service This course will demonstrate how CX and CS differ, describing how CX involves the perceptions people have of a particular brand and how they engage with an organisation across the purchase cycle. It also explores how CS creates lasting bonds that ensure long-term customer loyalty. Learn how to define Customer Value Proposition You’ll learn how to define the nature of Customer Value Propositions and come to understand the importance of demonstrating to customers exactly why they should choose your particular product or service over others. This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including: early-stage or aspiring customer success and experience management professionals; early career professionals looking for a CRM consultant role; business development and sales professionals; product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience. During the course we’ll be using the Salesforce Trailblazer platform.

Ensure your customers stay longer, buy more, and advocate for you by helping them achieve their desired outcome. What you'll learn: Discover why customer success matters for you, your company, and your customersDefine what customer success is and isn'tExplore the components of a desired outcome and how to figure out your customers' desired outcomesOperationalize your customers' journey by identifying success milestones, joint accountabilities, and success gapsCreate a success potential checklist to determine good-fit customersSolve the underlying problems that cause churn so that it becomes a non-issue for your companyUse customer success as a growth engine so customers stay longer, buy more, and advocate for youMeasure success, for both yourself and your customersPosition customer success correctly with your customers and colleagues to demonstrate the value you bring You're doing something, but chances are it's not REALCustomer Success.I've built this course to help you understand customer success from the ground up. CS is not merely about managing accounts or helping your customers out when they have problems. Your job is to make sure customers get what they need from your product in the way they need it. It's a simple definition, but it takes a lot of hard work to do it the right way. Whether you're brand new to CS or experienced in the field, this course can help you identify new approaches to support your customers' objectives.I'm your instructor, Lincoln Murphy, and I invented Customer Success. Okay, I didn't invent it, but I helped make Customer Success what it is today. From writing THE book on the subject to speaking at events around the world, most people that are in Customer Success have either learned directly from me or from someone sharing my ideas. But I don't just talk about this stuff, I actually do it, too. I've worked with hundreds of companies of all shapes and sizes around the world. And while I've helped them, I've also learned from them.And some of what I've learned, I'll share with you, including:Why customer success matters to your company, your customers, and youWhat customer success is and isn'tThe concept of the desired outcome, and how to help your customers achieve theirsThe success milestones and joint accountabilities that your customers must go through to succeedThe idea of a success potential checklist to identify good and bad-fit customersThe root causes of churn that you can eliminate to make it a non-issueUsing customer success as a growth engineHow to measure success for yourself and your customersHow to position customer success correctly for your customers and colleaguesThroughout this course, I've provided exercises to put concepts into practice immediately. To get the most out of this course, don't just listen to me talk - apply what you're learning to YOUR customers. I highly recommend you pause to do these exercises along the way, and download the templates to use on the job.If you're ready help your customers stay longer, do more, and advocate for you, join me in this course today!

Preparing for the IT Project Manager Interview What you'll learn: Interviewing TechniquesDeveloping a Project Management ResumePreparing for Interview Questions With almost 3 hours of content, this is the most comprehensive course on preparing for the IT Project Management interview. Gain knowledge on what to expect on the IT ProjectManagement Interview - from understanding the job description through negotiating the final job offer. Information gathered is from specific past interview experience - you will be taken step-by-step on how to properly prepare for the IT Project Manager Interview and understand what questions to expect. Gain real-world insight as to how to prepare for the IT Project Management Interview as we work understanding your resume, understanding the job description, and understanding the company that is about to interview you. Be confident the next time you interview for an IT Project Manager position. This online training course will give you the background to be ready for your next interview.Bonuses - I give you a mock interview so that you can put into practice what you've learned. I also provide a resource on sample interview questions along with sample answers!How long will it take?With about 25 lectures and almost 3 hours of content, if you budget just 30 minutes a day, you can complete this course in approximately 6 days. Is it for me?This course is for you if you want to learn step-by-step on how to prepare for an IT Project Manager interview. Remember, this course is not a generalization but is based on my past experience interviewing for IT Project Manager positions. What if I don't understand a topic?As you move through the course, I will provide prompts where you can reach out to me on my website with questions or feedback. I will PERSONALLY get back to you to answer any questions you may have. What you’ll learnHow to understand your resume and brainstorm potential questions that a hiring manager will ask you. How to frame your interview answers in the context of the job description and what the company is looking for.Negotiating the job offer when you are accepted.Observing the interviewer and ensuring that you are respected during the interview.How to research what your true worth is to be ready for the salary negotiation.How to stay positive during the interview process.What to expect from the different lines of questioning from both the hiring manager and the Human Resources representative. Who this course is for:Anyone interviewing for an IT Project Management position

Learn the transferrable skills you can use to provide an outstanding customer service experience to internal stakeholders at your company.