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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-success-manager-mastery-program/
课程评论：没有评论
课程名称：客户成功经理精通课程 概述：您是一位具备深厚产品知识的支持专业人士，但却陷入了被动的角色吗？是时候迈入一个能够真正影响客户成果和收入的战略职位了。客户成功经理精通课程专为希望转变为高影响力客户成功经理的资深客户支持人员设计，尤其适用于SaaS环境。本课程教您如何从被动的支持转向积极的成功管理。您将学习如何管理整个客户生命周期，进行客户培训，开展季度业务评审(QBR)，提前识别客户流失信号，主导续约谈判以及推动追加销售。 课程优势： - 关键技能：学习顶级SaaS公司用来促使客户采用、降低流失率和释放扩展收入的具体框架。 - 实践与互动：每个模块均配有小测验，帮助您巩固所学并建立真实信心。 您将掌握的内容： 1. 客户成功基础 - 定义客户成功经理（CSM）的战略影响与支持的区别。 - 识别关键指标（流失率、NPS/CSAT、健康评分）。 - 小测验：巩固对核心客户成功原则的理解。 2. 心态转变：支持 → 成功 - 采用主动的顾问式参与实践。 - 与利益相关者对齐，成为可信赖的顾问。 - 小测验：巩固您的新CSM心态。 3. 客户旅程映射 - 可视化端到端生命周期并发现风险信号。 - 设计针对性客户培训、采用及续约的行动手册。 - 小测验：验证您的旅程映射能力。 4. 收入与留存策略 - 构建健康评分仪表板并部署流失预防策略。 - 精通续约谈判、追加销售框架和季度业务评审(QBR)。 - 小测验：测试您推动真正收入结果的能力。 课程结束时，您将能够： - 自信地主导客户培训电话会议和季度业务评审。 - 识别早期流失指标并发起数据驱动的恢复活动。 - 制定与客户投资回报相关的追加销售提案。 - 从被动支持心态转变为创造收入的客户成功经理角色。 如果您准备将支持经验转变为推动收入的职业生涯，请立即注册并开始学习！
Are you a skilled Support professional with deep product knowledge, but stuck in a reactive role? It's time to step into a strategic position where you can truly impact customer outcomes and revenue. The Customer Success Manager Mastery Program is designed specifically for senior customer support agents who are ready to evolve into high-impact Customer Success Managers, particularly in SaaS environments.This course teaches you how to shift from reactive support to proactive success. You'll learn how to manage the full customer lifecycle, conduct onboarding, run QBRs, identify churn signals early, lead renewal conversations, and drive upsells. Why This Course?Mission‑Critical Skillset: Learn the exact frameworks top SaaS companies use to drive adoption, slash churn, and unlock expansion revenue. Hands‑On & Interactive: Every module includes quizzes to help you apply what you've learned and build real confidence.What You'll MasterCustomer Success FoundationsDefine the CSM's strategic impact vs. support.Identify key metrics (churn, NPS/CSAT, health scores).Quiz: Solidify your grasp on core CS principles.Mindset Shift: Support → SuccessAdopt proactive, consultative engagement practices.Align with stakeholders and become a trusted advisor.Quiz: Cement your new CSM mindset.Customer Journey MappingVisualize end‑to‑end lifecycles and spot risk signals.Design targeted playbooks for onboarding, adoption, and renewals.Quiz: Validate your journey‑mapping skills.Revenue & Retention TacticsBuild health‑score dashboards and deploy churn‑prevention strategies.Master renewal negotiations, upsell frameworks, and QBRs.Quiz: Test your ability to drive real revenue outcomes.By the End of This Program, You'll…Confidently lead onboarding calls and Quarterly Business Reviews.Identify early churn indicators and launch data‑driven recovery campaigns.Craft upsell proposals that align with customer ROI.Shift from a reactive support mindset to a revenue‑generating CSM role.If you're ready to turn your support experience into a revenue-driving career, enroll now and get started!
