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This course is intended for experienced Customer Success leaders who have achieved good initial results but their team's operational performance has since plateaued. Leaders are now challenged by the C-suite to "do more with less," to grow and scale Customer Success operations cost-effectively while at the same time increasing Net Recurring Revenue. This course covers topics not widely discussed in the industry but are critically important for relentlessly and continuously improving business results. It introduces novel ways to view markets, customers, processes, metrics, and financials used every day. And it describes management practices used by top-performing companies around the globe. Students learn advanced topics, such as how to: build a compelling business case for changeuse segmentation and tiering to increase effectiveness and efficiencybetter align with and facilitate customer decision-making through neuroscienceanalyze key processes and improve themuse statistics to make better decisions and show ROIdeploy strategic management systems to reduce silo-ism and boost enterprise-wide performanceengage their CEO to successfully plan and execute dramatic improvementsBy putting this new learning into practice, Customer Success leaders can add substantially more value to their organizations and advance their own careers as a result. The course is taught by Ed Powers, a leading practitioner and consultant in the Customer Success industry. He has nearly 40 years' experience in sales, marketing, quality, and operations, and over a dozen years helping technology companies improve results in customer retention and installed base revenue growth.

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