Curriculum
- 6 Sections
- 37 Lessons
- 1 Day
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- Understanding Customer Success in Cloud SaaS8
- 1.1Definition and Importance of Customer Success in Cloud SaaS
- 1.2Key Metrics and KPIs for Measuring Customer Success
- 1.3Customer Success vs. Customer Support
- 1.4Customer Journey Mapping
- 1.5Interactive Exercise: Identifying Key Metrics
- 1.6Group Discussion: Differences Between Customer Success and Support
- 1.7Simulation: Mapping the Customer Journey
- 1.8Success Stories from Leading SaaS Companies
- Building Strong Customer Relationships6
- 2.1Effective Onboarding Strategies, Proactive Engagement and Communication
- 2.2Personalized Customer Interactions, Leveraging Customer Feedback
- 2.3Role-Playing: Customer Onboarding Scenarios
- 2.4Group Activity: Developing an Engagement Plan
- 2.5Simulation: Handling Customer Feedback
- 2.6Real-Life Examples of Successful Customer Engagement
- Ensuring Customer Retention and Reducing Churn7
- 3.1Identifying Early Warning Signs of Churn
- 3.2Implementing Retention Strategies
- 3.3Importance of Customer Health Scores
- 3.4Developing a Churn Prevention Plan
- 3.5Interactive Exercise: Identifying Churn Indicators
- 3.6Group Activity: Crafting a Churn Prevention Strategy
- 3.7Case Studies on Successful Churn Reduction
- Leveraging Technology and Tools for Customer Success6
- 4.1Overview of Customer Success Tools and Platforms
- 4.2Using Data Analytics to Drive Customer Success
- 4.3Automating Customer Success Processes
- 4.4Integrating Customer Success with CRM and Other Systems
- 4.5Interactive Demo: Exploring Customer Success Platforms
- 4.6Simulation: Automating a Customer Success Workflow
- Hands-On Workshop: Real-Life Simulations7
- 5.1Divide Participants into Small Groups
- 5.2Provide Each Group with Real-Life Customer Success Scenarios
- 5.3Groups Work Together to Develop and Implement Strategies
- 5.4Simulate the Scenario and Present Solutions to the Larger Group
- 5.5Scenario 1: Onboarding a Large Enterprise Customer
- 5.6Scenario 2: Addressing a Potential Churn Situation
- 5.7Scenario 3: Implementing a Customer Success Tool for Improved Engagement
- Open Floor3
Key Metrics and KPIs for Measuring Customer Success
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