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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-success-for-saas-101-the-fundamentals/
课程评论：没有评论
**课程名称：** SaaS 客户成功 101 - 客户成功基础 **课程概述：** 本课程《SaaS 客户成功 101》将全面深入地讲解客户成功（Customer Success, CS）的方方面面。课程重点在于基础知识，确保您深刻理解任何客户成功专业人士或对此领域感兴趣的人士都应掌握的核心要素和基本概念。 我们将从帮助您理解究竟什么是客户成功开始。这些基础内容将帮助我们理解客户成功相较于其他角色或方法的独特之处。我们还会回顾并理解客户成功在 SaaS 业务中的重要性。我们将阐述它与客户支持的区别，因为我们知道有些人可能会将这两个角色混淆！ 课程将深入探讨客户成功中应追踪的关键概念、关键绩效指标 (KPI) 和核心指标。随后，我们将审视客户旅程，并分析客户成功在其中的定位。此外，我们还将探讨客户成功团队内的不同角色和职责。最后，我们将制定一个行动计划，帮助您启动一个客户成功计划，或改进您现有的客户成功项目。无论您目前在客户成功团队成熟度的哪个阶段，这部分内容都将对您有所帮助。 讲师将倾囊相授其多年的经验和成功案例，希望能帮助您在自己的 CS 之旅中取得成功。期待您的加入！
In this course Customer Success for SaaS 101, we will learn all things about customer success. We really focus on the fundamentals and ensure you understand the core elements and principle concepts that any Customer Success professional or any person interested in learning more should know. We will start by helping you understand what Customer Success is. These are basics and really help us understand what makes it unique compared to other roles or approaches. We also will take a step back to understand why it matters in a SaaS business. We will look at how it is different from customer support, because we know some might find those two roles confusing! We will dive into key concepts, KPI's, and metrics that should be tracked, then look at the customer journey and how Customer Success fits within it. We will also explore the different roles and responsibilities within a Customer Success team and finally build an action plan to get a Customer Success program started, or improve upon the one you have. This part will be applicable to you no matter where you are at in your maturity of having a Customer Success Team. As you instructor, I hope my many years of experience and success can help you in your own journey. I can not wait for you to join us!
