Course curriculum

  • 1

    Introduction to the Accelelerate your CX Practice Program

    • Introduction
  • 2

    Day 1 - Customer Success in Industry

    • Customer Success in Industry

    • The Importance of Churn

    • Customer Success in the Channel

    • Visioning & Business Outcomes
  • 3

    Day 2 - Introduction

    • Day 2 - Introduction
  • 4

    Day 2 -Build your Lifecycle

    • Customer Lifecycle

    • The Practice Structure
  • 5

    Day 2 - Roles and Responsibilities

    • RACI
  • 6

    Day 2 - Stakeholder Management

    • The Stakeholder Eco-System
  • 7

    Day 3 - Introduction

    • Day 3 - Build your CX Practice.pdf
  • 8

    Day 3 - Business Case Development

    • Business Case Development
  • 9

    Day 3 - Practice Metrics

    • Practice Metrics
  • 10

    Day 3 - Practice Barriers

    • Barriers to Adoption