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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-support-business-planning/
课程评论：没有评论
课程名称：客户支持业务规划 课程概述： 本课程旨在帮助客户支持经理、领导或支持部门负责人，利用其部门推动实际的商业影响。课程不仅从内部运营的角度出发，更关注与组织长期目标的战略对齐。通过实用框架和真实案例研究，学员将获得以下能力： 1. 制定客户支持部门的路线图 2. 与CEO及业务领导对齐 3. 创建能够影响客户满意度和业务增长的行动计划 课程内容： 第一部分：客户支持部门负责人的领导力 学习如何自信地履行领导职能，管理客户支持部门的全生命周期，从团队的建立到绩效和结果的优化。涵盖必要的领导素质以及跨部门合作的关系建立技巧。 第二部分：理解客户支持成熟度阶段 探讨客户支持职能的演变，从反应型服务台转变为主动、战略性的商业支持者。学习四个成熟度阶段：战术（反应型与主动型）和战略（以客户为中心与以业务为中心）。通过案例研究评估当前成熟度，进行人员、流程和技术的SWOT分析，识别与更广泛商业目标对齐的关键行动点。 第三部分：业务规划与战略 了解如何与业务领导和CEO协作，理解3-5年的组织目标，并将这些目标转化为适用于您的部门的战略、战术和运营计划。掌握如何创建和管理服务水平协议（SLA）、草拟运营水平协议（OLA）、建立标准操作程序（SOP），以及执行客户支持业务计划并确保可衡量的成果。 适合人群： - 客户支持经理 - 支持团队领导和主管 - 客户支持负责人 - 渴望成为战略领导者的支持人员 无论是建立新团队还是优化现有团队，本课程将帮助您理解创始人和业务领导者对支持职能的真正期望，并教您如何实现这些期望。
Course Overview:Are you a Customer Support Manager, Lead, or Head of Support looking to drive real business impact through your department?This course is designed to help you master the art of Customer Support Business Planning - not just from an internal operational perspective, but in a way that is strategically aligned with your organization's long-term goals.Through practical frameworks and real-world case studies, you'll gain the clarity and confidence to:Build a roadmap for your support departmentAlign with your CEO and business headsCreate action plans that influence customer satisfaction and business growthSection 1: Leadership for Customer Support Department HeadsStep into your leadership role with confidence. Learn how to manage the end-to-end lifecycle of a customer support department - from setting up the team to optimizing performance and outcomes. We'll cover key leadership traits and relationship-building techniques necessary to lead cross-functional efforts.Section 2: Understanding Customer Support Maturity Stages: Explore the evolution of a customer support function from a reactive help desk to a proactive, strategic business enabler.Learn the four maturity stages: Tactical (Reactive & Proactive) and Strategic (Customer-centric & Business-centric)Use a case study to evaluate your current maturity levelConduct a SWOT analysis on people, processes, and technologyIdentify key action points to align with broader business objectivesSection 3: Business Planning and Strategy: Discover how to collaborate with business leaders and the CEO to understand 3-5 year organizational goals. Then translate those goals into strategic, tactical, and operational plans for your department.You'll also master how to:Create and manage Service Level Agreements (SLAs)Draft Operational Level Agreements (OLAs)Set up Standard Operating Procedures (SOPs)Execute your customer support business plan with measurable outcomesWho Should Take This Course?Customer Support ManagersSupport Leads and SupervisorsHeads of Customer SupportAspiring Support Leaders looking to take a seat at the strategic tableWhether you're building a new team or optimizing an existing one, this course will help you understand what your founder and business leaders truly expect from the Support function - and how to deliver it.
