Courses

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.

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.

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.

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!

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.

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.

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.

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

Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Lead through influence and collaboration with marketing, sales, support, services, product, finance, and leadership. What you'll learn: Recognize why customer success is best suited to drive cross-functional effortsPractice strategies to work collaboratively with marketing, sales, support, services, product, finance, and leadershipBuild alignment across these teams to provide an exceptional customer experienceCombat cross-functional challenges that commonly hinder collaboration Have you ever been frustrated because it seems like other teams inside your company don't care about customers in the same way that you do? Do you want to encourage other teams to adopt a customer focus? Do you wish that you had the ability to effectively lead a cross-functional team in order to drive a better customer experience? If you said yes to any of these questions, this is the course you're looking for!Customer Success: Building Cross-Functional Relationships will help you understand the goals and pressures that drive other teams inside of your company, as well as the intersections between each team and Customer Success. We'll focus specifically on marketing, sales, support, services, product, finance, and leadership. This course will help you create a stronger customer experience by providing practical tips on how to engage other teams in your organization in a way that is meaningful to them. At the end of the course we'll zero in on three common blockers to building cross-functional relationships, and teach you how to combat them. My name is Kristen Hayer, and I'm the CEO of The Success League, a customer success consulting firm. As a former sales and customer success executive, I've seen first hand how poor cross-functional relationships can negatively impact the customer experience. Over time, I learned what drives other teams inside an organization, and how to build strong relationships between groups. I'm excited to share my experience with you in this course!I've included exercises to help you build your skills and worksheets you can start using right away. At the end of the course we provide a resources list full of books, articles and suggestions for continuing your learning on this important topic.Building skills in cross-functional leadership will enable you to stand out as a CSM, move into management roles, and shine as a leader. This course is designed to help you build the knowledge and skills you need to grow your career in customer success. If you're ready to create more productive partnerships with teams in your company, join me in this course!

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.

Leveraging your customer service skills to build a thriving career as a customer success specialist.

Master customer-centric leadership via immersive exec simulations. Set vision, secure budget, align teams, and coach talent with data to scale Customer Success and unlock sustainable revenue growth.

By the end of this course, learners will be able to define the foundations of Customer Relationship Management (CRM), analyze customer lifecycle stages, differentiate between acquisition and retention strategies, classify customer portfolios, design value-driven experiences, and implement operational CRM tools to optimize sales, marketing, and service performance. This comprehensive program equips professionals and students with both the strategic insight and practical tools needed to thrive in customer-centric industries. Through engaging modules, learners explore CRM’s evolution, its role in strengthening customer relationships, and the use of automation to streamline processes. Each lesson combines conceptual frameworks with real-world applications, ensuring knowledge can be directly applied in business settings. What makes this course unique is its balanced approach: it connects foundational CRM concepts with advanced strategic frameworks and operational automation. Learners will not only gain theoretical understanding but also develop the ability to apply, evaluate, and optimize CRM strategies for sustainable business growth.