Overview
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Learn why "customer success"—a service approach that goes beyond sales and marketing—is the key to maximizing customer lifetime value.
Syllabus
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Introduction
- Welcome
- How to define customer success
- Where to start with customer success
- How customer success fits with SaaS and the membership economy
- How to scale customer success
- The difference between customer success and other departments
- The ideal personality and skills for customer success
- Why customer success is the best and the worst job
- How to hire for customer success
- Specialization in customer success
- A typical day for a customer success manager
- How to build a customer success work plan
- How to gain support across the organization
- Customer success metrics: Making the case for a promotion or raise
- Prevent siloed customer success: Make it part of the culture
- Tips to get sales and customer success to work well together
- Get a seat at the leadership table: The role of the chief customer officer
- Next steps
