Customer Success & Product Management Collaboration

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Peter Alkema

2:39:13

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1 - Fundamentals of Customer Success and Product Management

1 - Collaboration-between-Customer-Success-and-Product-Management-is-vital-for-product-innov.pdf

1 - Roles and Responsibilities Overview.mp4

03:07

2 - Customer-Success-Product-Management-CollaborationRoles-and-Resp-merged.pdf

2 - Download The Amazing 100 Page Workbook For this Course.mp4

01:00

3 - Introduce Yourself To Your Fellow Students And Tell Us What You Want To Learn.html

4 - Collaborative Approach Benefits.mp4

02:48

4 - Collaborative-Approach-Benefits.pdf

5 - Building Bridges between Sales and Product.mp4

03:28

5 - Building-Bridges-between-Sales-and-Product.pdf

6 - Key Metrics in Customer Success.mp4

03:51

6 - Key-Metrics-in-Customer-Success.pdf

7 - Success Stories of Collaboration.mp4

03:16

7 - Success-Stories-of-Collaboration.pdf

8 - Lets Celebrate Your Progress In This Course 25 50 75 100.mp4

01:20

8 - Lets-Celebrate-Your-Progress.pdf

2 - Understanding Customer Journey Mapping

9 - Importance of Customer Journey Mapping.mp4

02:43

9 - Importance-of-Customer-Journey-Mapping.pdf

10 - Customer Touchpoints Identification.mp4

02:57

10 - Customer-Touchpoints-Identification.pdf

11 - Data Analysis in Customer Journeys.mp4

03:10

11 - Data-Analysis-in-Customer-Journeys.pdf

12 - Mapping Customer Success to Product Features.mp4

03:26

12 - Mapping-Customer-Success-to-Product-Features.pdf

13 - Case Studies on Effective Journey Mapping.mp4

03:01

13 - Case-Studies-on-Effective-Journey-Mapping.pdf

3 - Value Proposition Development

14 - Definition and Components of Value Proposition.mp4

02:52

14 - Definition-and-Components-of-Value-Proposition.pdf

15 - Aligning Product Features with Customer Needs.mp4

02:58

15 - Aligning-Product-Features-with-Customer-Needs.pdf

16 - Communicating Value to Customers.mp4

03:18

16 - Communicating-Value-to-Customers.pdf

17 - Evaluating and Refining Value Propositions.mp4

03:14

17 - Evaluating-and-Refining-Value-Propositions.pdf

18 - RealWorld Examples of Successful Value Propositions.mp4

03:02

18 - Real-World-Examples-of-Successful-Value-Propositions.pdf

4 - CrossFunctional Communication Strategies

19 - Effective Communication in Collaborative Environments.mp4

03:09

19 - Effective-Communication-in-Collaborative-Environments.pdf

20 - Interdepartmental Coordination Techniques.mp4

03:20

20 - Interdepartmental-Coordination-Techniques.pdf

21 - Feedback Loops for Continuous Improvement.mp4

02:59

21 - Feedback-Loops-for-Continuous-Improvement.pdf

22 - Overcoming Communication Challenges.mp4

02:39

22 - Overcoming-Communication-Challenges.pdf

23 - Case Studies on Successful Communication Strategies.mp4

03:16

23 - Case-Studies-on-Successful-Communication-Strategies.pdf

5 - Customer Feedback Collection and Analysis

24 - Importance of Customer Feedback.mp4

02:17

24 - Importance-of-Customer-Feedback.pdf

25 - Feedback Collection Methods.mp4

03:11

25 - Feedback-Collection-Methods.pdf

26 - Analyzing Customer Feedback Data.mp4

03:40

26 - Analyzing-Customer-Feedback-Data.pdf

27 - Using Feedback to Drive Product Enhancements.mp4

03:11

28 - Case Studies on Leveraging Customer Feedback.mp4

02:37

28 - Case-Studies-on-Leveraging-Customer-Feedback.pdf

29 - Quarter-Complete-Well-Done-Keep-Going.pdf

29 - Youve Achieved 25 Lets Celebrate Your Progress And Keep Going To 50.mp4

00:24

6 - DataDriven Decision Making in Product Management

30 - Role of Data in Product Decisions.mp4

03:11

30 - Role-of-Data-in-Product-Decisions.pdf

31 - Data Analysis Tools and Techniques.mp4

03:00

31 - Data-Analysis-Tools-and-Techniques.pdf

32 - Implementing DataDriven Strategies.mp4

03:15

32 - Implementing-Data-Driven-Strategies.pdf

33 - Leveraging Data to Understand Customer Behavior.mp4

03:06

33 - Leveraging-Data-to-Understand-Customer-Behavior.pdf

34 - RealLife DataDriven Decision Making Examples.mp4

02:46

34 - Real-Life-Data-Driven-Decision-Making-Examples.pdf

7 - Customer Success Role in Product Development

35 - CustomerOriented Product Development.mp4

02:41

35 - Customer-Oriented-Product-Development.pdf

36 - Incorporating Customer Feedback in Product Roadmaps.mp4

03:36

36 - Incorporating-Customer-Feedback-in-Product-Roadmaps.pdf

37 - Collaborating with Customer Success Teams.mp4

02:54

37 - Collaborating-with-Customer-Success-Teams.pdf

38 - Customer Success Influence on Product Features.mp4

03:18

38 - Customer-Success-Influence-on-Product-Features.pdf

39 - Case Studies on Successful Customerdriven Product Development.mp4

03:04

39 - Case-Studies-on-Successful-Customer-driven-Product-Development.pdf

8 - Product Launch Strategies for Customer Success

40 - Collaborative Product Launch Planning.mp4

02:35

40 - Collaborative-Product-Launch-Planning.pdf

41 - Setting Product Launch Goals.mp4

03:07

41 - Setting-Product-Launch-Goals.pdf

42 - Aligning Product Launch with Customer Success Initiatives.mp4

03:23

42 - Aligning-Product-Launch-with-Customer-Success-Initiatives.pdf

43 - PostLaunch Customer Engagement Strategies.mp4

03:07

43 - Post-Launch-Customer-Engagement-Strategies.pdf

44 - Success Stories of Effective Product Launches.mp4

03:14

44 - Success-Stories-of-Effective-Product-Launches.pdf

9 - User Adoption and Onboarding Best Practices

45 - Importance of User Adoption for Product Success.mp4

02:51

45 - Importance-of-User-Adoption-for-Product-Success.pdf

46 - Onboarding Process Optimization.mp4

03:21

46 - Onboarding-Process-Optimization.pdf

47 - User Training and Support Strategies.mp4

03:30

47 - User-Training-and-Support-Strategies.pdf

48 - Monitoring User Adoption Metrics.mp4

02:51

48 - Monitoring-User-Adoption-Metrics.pdf

49 - RealLife Examples of Successful User Onboarding.mp4

03:19

49 - Real-Life-Examples-of-Successful-User-Onboarding.pdf

10 - Customer Churn Prevention Strategies

50 - Understanding Customer Churn Factors.mp4

03:06

50 - Understanding-Customer-Churn-Factors.pdf

51 - Predictive Analytics for Churn Prevention.mp4

02:47

51 - Predictive-Analytics-for-Churn-Prevention.pdf

52 - Proactive Customer Engagement Techniques.mp4

03:31

52 - Proactive-Customer-Engagement-Techniques.pdf

53 - Churn Analysis for Product Improvement.mp4

03:21

53 - Churn-Analysis-for-Product-Improvement.pdf

54 - Case Studies on Successful Churn Prevention.mp4

03:36

54 - Case-Studies-on-Successful-Churn-Prevention.pdf

55 - Half-Complete-Well-Done-Keep-Going.pdf

55 - Youve Achieved 50 Lets Celebrate Your Progress And Keep Going To 75.mp4

00:29

Description

Mastering Product and Customer Success: Journey Mapping, Value Proposition, Agile Strategies, and Feedback Analysis

What You'll Learn?

Define the roles and responsibilities of Customer Success and Product Management teams to foster collaboration (Remember).
Explain the benefits of a collaborative approach between Customer Success and Product Management teams (Understand).
Identify key metrics used in Customer Success to measure product performance and customer satisfaction (Apply).
Analyze successful collaboration stories between Sales and Product teams to identify best practices (Analyze).
Create a customer journey map that aligns with product features to improve customer experience (Create).
Evaluate the effectiveness of different customer touchpoints in the customer journey (Evaluate).
Use data analysis techniques to uncover insights from customer journeys (Apply).
Develop a value proposition that aligns product features with customer needs (Create).
Communicate a product's value proposition to customers effectively (Apply).
Refine value propositions based on feedback and market changes (Evaluate).
Implement feedback loops for continuous improvement in cross-functional communication (Apply).
Overcome common communication challenges faced by Customer Success and Product Management teams (Apply).
Collect customer feedback using multiple collection methods to drive product enhancements (Apply).
Analyze customer feedback data to identify trends and insights for product improvement (Analyze).
Leverage data-driven decision-making strategies to optimize product decisions (Apply).
Incorporate customer feedback into product roadmaps and development processes (Apply).
Plan and execute a collaborative product launch that aligns with Customer Success initiatives (Apply).
Optimize the onboarding process to improve user adoption and satisfaction (Evaluate).
Use predictive analytics to develop strategies for preventing customer churn (Apply).
Measure the success of product-market fit using iterative product development and feedback (Evaluate).

Who is this for?

Product Managers seeking to integrate Customer Success principles into product development.

Customer Success Managers aiming to enhance their impact on product features and customer journey mapping.

Sales and Marketing professionals looking to align strategies with Product Management and Customer Success for improved customer retention.

Business Analysts interested in leveraging data for better decision-making in product development and customer success strategies.

Startup Founders and Entrepreneurs needing to understand how Customer Success can drive product-market fit and sustainable growth.

UX/UI Designers focused on aligning product usability with customer needs for enhanced satisfaction.

What You Need to Know?

There are no requirements or pre-requisites for this course, but the items listed below are a guide to useful background knowledge which will increase the value and benefits of this course.

Basic understanding of customer service and product management concepts.

Familiarity with data analysis tools and techniques.

Experience in a customer-facing role or a product development environment.

More details

Description
Embark on a transformative journey in our comprehensive course on Customer Success and Product Management, where we unravel the strategies, techniques, and best practices that drive success in today's dynamic business landscape. As industry experts, we are eager to share our wealth of knowledge and experience with you, empowering you to excel in your customer-centric roles and harness the power of product management for unparalleled results.

In a world where customer satisfaction is paramount to business success, understanding the fundamentals of Customer Success and Product Management is crucial. Through a collaborative approach, we will explore the intricate relationship between these two disciplines, discovering the benefits of building bridges between sales and product teams. Learn how to leverage key metrics in Customer Success to drive meaningful impact and uncover success stories that showcase the power of effective collaboration.

Customer Journey Mapping is a cornerstone of successful business strategies, allowing you to identify customer touchpoints, analyze data insights, and map customer success to product features. Dive deep into the importance of value proposition development, aligning product features with customer needs, communicating value effectively, and refining value propositions to resonate with your target audience.

Effective cross-functional communication is essential for cohesive teamwork and optimal outcomes. Discover communication strategies that foster collaboration, coordination techniques for interdepartmental harmony, and feedback loops that drive continuous improvement. Explore real-world examples that highlight the success of robust communication strategies in driving results.

Customer feedback is a goldmine of insights that can fuel product enhancements and drive customer satisfaction. Learn the importance of collecting and analyzing customer feedback, explore methods for leveraging feedback for product improvements, and gain insights from case studies that showcase the power of customer feedback in shaping successful products.

Data-driven decision-making is a cornerstone of successful product management. Delve into the role of data in product decisions, explore data analysis tools and techniques, and learn how to implement data-driven strategies to understand customer behavior and drive impactful results. Real-life examples will demonstrate the power of data-driven decision-making in action.

Customer Success plays a pivotal role in product development, guiding customer-oriented product strategies, incorporating customer feedback into product roadmaps, and collaborating effectively with product teams. Uncover case studies that illustrate the success of customer-driven product development and learn how to align product launch strategies with customer success initiatives for optimal results.

User adoption and onboarding best practices are crucial for product success. Dive into the importance of user adoption, optimize your onboarding processes, implement effective user training and support strategies, and monitor user adoption metrics for actionable insights. Explore real-life examples of successful user onboarding that drive retention and satisfaction.

Customer churn prevention strategies are essential for maintaining customer loyalty. Explore factors that contribute to customer churn, leverage predictive analytics for churn prevention, implement proactive customer engagement techniques, and analyze churn data for product improvement. Discover case studies that showcase successful churn prevention strategies in action.

Optimizing product-market fit is essential for product success. Learn how to define product-market fit, conduct market research, iterate product development for optimal fit, and measure success in achieving market fit. Real-world examples will showcase strong product-market fit and the impact it has on overall success.

Strategic account management is key for nurturing key accounts and driving long-term relationships. Explore key account management principles, strategic planning techniques, and collaboration strategies between sales, customer success, and product teams for optimal account health. Real-life case studies will highlight successful strategic account management strategies.

Throughout the course, you will venture into product roadmap alignment with customer needs, continuous improvement strategies for ongoing success, future trends in customer success and product management, and much more. Join us on this transformative journey and unlock the secrets to unparalleled success in customer-centric roles and product management. Let's equip you with the tools, knowledge, and strategies you need to thrive in today's competitive business landscape.
Who this course is for:
Product Managers seeking to integrate Customer Success principles into product development.
Customer Success Managers aiming to enhance their impact on product features and customer journey mapping.
Sales and Marketing professionals looking to align strategies with Product Management and Customer Success for improved customer retention.
Business Analysts interested in leveraging data for better decision-making in product development and customer success strategies.
Startup Founders and Entrepreneurs needing to understand how Customer Success can drive product-market fit and sustainable growth.
UX/UI Designers focused on aligning product usability with customer needs for enhanced satisfaction.

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Product Management

Peter Alkema

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In my courses you learn practical skills: "I feel like I am in a real classroom." - Kira Minehart "What an amazing course! After finishing this course, I have confidence. Thank so much Dr Peter Alkema". Or Tulongeni Shilunga: "This is exactly the jump-start I needed. Very clear and concise"I also help lead digital transformation at FirstRand, the biggest financial services group in Africa. I've been featured on CNBC Africa and won the Gartner CIO Of The Year in 2016. I founded and led the largest banking hackathon in South Africa which was published in 2019 as a case study by Harvard Business School.I've taught over 17,000 students about business, academics and self-development. In 2020 I completed my PhD at Wits University In Johannesburg. The study introduced a ground-breaking theory of Agile software development teams. My woodworking book was published in 2014 and has sold over 10,000 copies.Olugbenga Gbadegesin: "Excellent delivery" / Lebogang Tswelapele: "This is what I have been longing for" / Paskalia Ndapandula: "Peter speaks with so much clarity" / Amantle Mangwedi: "It was straight to the point and the sections are cut into nice short segments which made it easier to go through" Kathy Bermudez: "Excellent material. Well organized..."Werner van Wyk: "Thank you Peter, once again your lesson and course have given me so much knowledge and understanding" / Yvonne Rudolph "I really look forward to take everything i learned in action" / Josephine Mahlangu: "exactly what I needed to know, absolutely valuable and helpful for my personal growth"

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