Fundamentals of Real Customer Success

Ensure your customers stay longer, buy more, and advocate for you by helping them achieve their desired outcome.

Created by: Lincoln Murphy
Customer-centric Growth Expert, Consultant, & Thought Leader

What Will I Learn?

• Discover why customer success matters for you, your company, and your customers
• Define what customer success is and isn't
• Explore the components of a desired outcome and how to figure out your customers' desired outcomes
• Operationalize your customers' journey by identifying success milestones, joint accountabilities, and success gaps
• Create a success potential checklist to determine good-fit customers
• Solve the underlying problems that cause churn so that it becomes a non-issue for your company
• Use customer success as a growth engine so customers stay longer, buy more, and advocate for you
• Measure success, for both yourself and your customers
• Position customer success correctly with your customers and colleagues to demonstrate the value you bring

Requirements

• There are no requirements to take this course.

Target audience

• Customer success managers (CSMs) or account managers who want to a how-to guide for CS best practices
• Those who are interested in pivoting their careers to customer success and want an overview of what the job entails
• Employees who want to learn customer-centric approaches to apply to their own work, even if they are not CSMs