Customer Success Management Scientific Proven Strategies

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Dr. Katharina Prohl-Schwenke,Dr. Laura Elgeti

1:34:33

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1 - Introduction

1 - About Customer Success as a growth strategie.html

1 - Customer Success a growth strategy where everyone wins.mp4

15:01

1 - Modul-1-Summary-and-Case-Study.pdf

2 - About the factors that motivate suppliers to implement CSM.html

2 - Drivers of Customer Success Management implementation.mp4

16:28

2 - Modul-2-Summary-and-Case-Study.pdf

2 - Modul-2-Table.pdf

2 - modul-2-mp3.zip

2 - The Customer Success Management Wheel

3 - About the management of Customer Success.html

3 - Managing customer success with the CSM Wheel.mp4

08:21

3 - Modul-3-Summary.pdf

4 - About the CSM outcomes for customers and suppliers.html

4 - Modul-4-Summary-and-Case-Study.pdf

4 - Valuebased Selling.mp4

04:55

5 - About the CSM Wheel.html

5 - Modul-5-Summary-and-Case-Study.pdf

5 - Onboarding and Solution Implementation.mp4

06:44

6 - About Valuebased Selling.html

6 - Customerrelated CSM process.mp4

16:41

6 - Modul-6-Summary-and-Case-Study.pdf

7 - About Onboarding and Solution Implementation.html

7 - Modul-7-Summary-and-Case-Study.pdf

7 - Renewal and Adapting the Value Proposition.mp4

06:20

8 - About Renewal and Adapting the Value Proposition.html

8 - Customer Advocacy.mp4

08:45

8 - Modul-8-Summary-and-Case-Study.pdf

9 - About Customer Advocacy.html

9 - CSM Outcomes.mp4

11:18

9 - Modul-9-Definitions.pdf

9 - Modul-9-Summary-and-Case-Study.pdf

Description

Benefit from our expertise gained from studies with 500+ companies and best practices with Salesforce & Camunda

What You'll Learn?

You will gain the academic and practical insights necessary to become a Customer Success Manager who excels in building long-term business relationships.
You will understand the concept of Customer Success Management (CSM) from a goal-oriented perspective.
You will learn that solution implementation and customer onboarding are the prerequisites for value creation, i.e. customer success.
You will understand that value monitoring and value enhancement are the core CSM activities.
Your will learn that adapting the customer value proposition is required when striving for long-term business relationships.
You will understand that successfully managing customer success is the foundation for customer advocacy.

Who is this for?

Customer Success Manager and those aiming at such a position in the future

Team leaders, as we offer the "CSM Wheel," a robust CS framework developed through extensive research with 500 companies and incorporating industry best practices from Salesforce and Camunda

What You Need to Know?

No experience in Customer Success Management needed

More details

Description
This online course equips practitioners with a comprehensive understanding of Customer Success Management (CSM) through a carefully curated collection of practical and scientific insights. Designed as a practical guide, the course enables learners to grasp the intricacies of the CSM process, the role and essential skills of customer success managers, as well as the expectations associated with the field. Additionally, it sheds light on the distinctions and interconnections between CSM and other customer-focused management concepts such as value-based selling, key account management, and customer relationship management. The insights provided are not only valuable for customer success managers but also beneficial for individuals aspiring to pursue such a position in the future.

This online course offers participants:
Access to valuable knowledge: The online course on CSM is based on insights from research studies involving over 500 companies. Participants benefit from a wealth of knowledge grounded in scientific findings and practical applications.
Practical application: The online course goes beyond theoretical concepts and emphasizes the practical implementation of learned strategies. The participants get ideas on how to increase customer satisfaction, foster loyalty, and ultimately drive revenue and business success.
Enhanced customer relationships: By taking part in the course, participants gain a deeper understanding of how to build and nurture long-term, successful customer relationships.
Who this course is for:
Customer Success Manager and those aiming at such a position in the future
Team leaders, as we offer the "CSM Wheel," a robust CS framework developed through extensive research with 500 companies and incorporating industry best practices from Salesforce and Camunda

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Customer Success Management

Customer Experience Management

Dr. Katharina Prohl-Schwenke

Instructor's Courses

Dr. Katharina Prohl-Schwenke is one of the co-authors of the book "Customer Success Management: Helping Business Customers Achieve Their Goals" and one of the co-founders of the Customer Success Academy. She worked in a Software-as-a-Service company before her doctoral studies at Freie Universität Berlin, where she first heard about Customer Success Management (CSM) and immediately became interested in it. This sparked the idea of examining CSM in a scientific way as part of her doctoral research. In her studies, she systematically and progressively examined how providers in B2B markets currently implement CSM and how customers evaluate the CSM activities of their providers. She also analyzed the actual impact of CSM on customers' repurchasing behavior and how it leads to the desired outcome for providers, namely a low churn rate.

Dr. Laura Elgeti

Instructor's Courses

Dr. Laura Elgeti is the author of the book "Customer Success Management: Helping Business Customers Achieve their Goals" and the founder of the Customer Success Academy. Before her doctorate, Dr. Elgeti gained practical experience in a large technology group, where she worked in corporate marketing at the headquarters and as a brand manager in Shanghai. Thanks to her generalist finance, marketing, and communications education, she likes to engage with new ideas and impulses from different industries.In her doctoral thesis, Dr. Elgeti investigated the co-creation of value between suppliers and customers in B2B markets, especially among companies that offer products and services as solutions for their customers. She scientifically proved how B2B providers could market their solutions' value to attract new customers and retain existing ones.As a book author and the founder of the Customer Success Academy, Dr. Elgeti actively works towards helping businesses maximize customer success and build long-term customer relationships. Her expertise and knowledge from both research and practical experience enable her to successfully support customers in achieving their goals.

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