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所在平台: Udemy |
课程主页: https://www.udemy.com/course/fundamentals-of-real-customer-success/
课程评论：没有评论
**课程名称：** 真实客户成功基础 **课程概述：** 本课程由客户成功领域的先驱 Lincoln Murphy 主讲，旨在帮助学员从根本上理解客户成功。客户成功不仅仅是账户管理或解决客户问题，而是确保客户以他们需要的方式，从您的产品中获得他们所需。 **课程重点：** * **客户成功的价值：** 解释客户成功为何对公司、对客户以及对学员自身都至关重要。 * **客户成功的定义：** 阐明什么是真正的客户成功，以及它与传统方法的区别。 * **以客户为中心：** 强调帮助客户实现其“期望成果”的重要性，以及如何指导客户达成目标。 * **关键里程碑与共同责任：** 探讨客户在其成功之路上必须经历的关键里程碑，以及与客户的共同责任。 * **成功潜力评估：** 介绍“成功潜力清单”的概念，以识别适合和不适合的客户。 * **减少客户流失：** 深入分析导致客户流失的根本原因，并提供消除流失的方法。 * **将客户成功作为增长引擎：** 探讨如何利用客户成功来驱动业务增长。 * **衡量成功：** 指导学员如何为自己和客户衡量客户成功的成效。 * **正确的定位：** 传授如何正确地将客户成功理念传达给客户和同事。 **课程特色：** * **实践导向：** 课程包含大量练习，鼓励学员立即将所学知识应用于实际工作中。 * **实用工具：** 提供可下载的模板，方便学员在日常工作中套用。 * **经验分享：** 讲师 Lincoln Murphy 将分享与数百家公司合作的宝贵经验。 **目标学员：** 无论是初入客户成功领域的新手，还是经验丰富的从业者，本课程都将帮助您发现支持客户目标的新方法，并让您的客户更长久地合作，更深入地使用您的产品，并成为您的忠实拥护者。 **学习成果：** 完成本课程后，您将能够： * 清晰地理解并阐释客户成功的核心理念。 * 有效识别并帮助客户达成其期望成果。 * 掌握减少客户流失和促进增长的策略。 * 为自己和客户设定并衡量客户成功的关键指标。 * 在组织内外成功地推广客户成功的价值。
You're doing something, but chances are it's not REAL Customer Success.I've built this course to help you understand customer success from the ground up. CS is not merely about managing accounts or helping your customers out when they have problems. Your job is to make sure customers get what they need from your product in the way they need it. It's a simple definition, but it takes a lot of hard work to do it the right way. Whether you're brand new to CS or experienced in the field, this course can help you identify new approaches to support your customers' objectives.I'm your instructor, Lincoln Murphy, and I invented Customer Success. Okay, I didn't invent it, but I helped make Customer Success what it is today. From writing THE book on the subject to speaking at events around the world, most people that are in Customer Success have either learned directly from me or from someone sharing my ideas. But I don't just talk about this stuff, I actually do it, too. I've worked with hundreds of companies of all shapes and sizes around the world. And while I've helped them, I've also learned from them.And some of what I've learned, I'll share with you, including:Why customer success matters to your company, your customers, and youWhat customer success is and isn'tThe concept of the desired outcome, and how to help your customers achieve theirsThe success milestones and joint accountabilities that your customers must go through to succeedThe idea of a success potential checklist to identify good and bad-fit customersThe root causes of churn that you can eliminate to make it a non-issueUsing customer success as a growth engineHow to measure success for yourself and your customersHow to position customer success correctly for your customers and colleaguesThroughout this course, I've provided exercises to put concepts into practice immediately. To get the most out of this course, don't just listen to me talk - apply what you're learning to YOUR customers. I highly recommend you pause to do these exercises along the way, and download the templates to use on the job.If you're ready help your customers stay longer, do more, and advocate for you, join me in this course today!
