Course curriculum

  • 1

    Introduction to the Accelelerate your CX Practice Program

    • Introduction to the Accelerate your CX Practice
  • 2

    Day 1 - Customer Success in Industry

    • Agenda

    • Subscription Economy
  • 3

    Day 1 - Customer Success in a Software Context

    • Customer Lifecycle - Traditional Vs Subscription

    • The Importance of Churn

    • What is Customer Success?

    • The Role of the CSM

    • CSM in the Lifecycle

    • Value Propositions

    • Customer Success Engagement Models

    • IT Purchasing & Consumption Models

    • Software Business Metrics
  • 4

    Day 2 - Engaging with your Customer

    • Agenda

    • Health Index

    • Customer Engagement

    • Stakeholder - Identification and Management

    • Validate the Investment

    • Business Outcomes

    • People, Process and Technology

    • Value Purchase Intent

    • Customer Success Plan
  • 5

    Day 3 - Customer Success Plan

    • Agenda

    • Developing your User Cases/Stories

    • Critical Success Factors and KPIs

    • RACI Model

    • Barrier Management

    • Customer Success Management

    • Quarterly Success Review

    • Converting customers to advocates

    • Expand Opportunities

    • At risk renewals