Learn why "customer success"—a service approach that goes beyond sales and marketing—is the key to maximizing customer lifetime value.
- Have you ever felt like customer support was trying to get you off the phone? It's a horrible feeling when you're struggling to get value out of a product you've already paid for and the organization that sold it to you doesn't seem to care. It's enough to make you want to cancel your subscription or return the product altogether, sometimes before you ever even had a chance to use it. In moments like this, customer success can make all the difference. Customer success is a new field, especially popular with software as a service companies, but increasingly also used by retailers, healthcare organizations, consumer products companies and pretty much every kind of organization that depends on the long-term relationship to maximize customer lifetime value.
I'm Robbie Kellman Baxter, and I've devoted my career to working with companies building forever transactions with the customers they serve. I even wrote a book about it, called The Membership Economy. In this course, I'll teach you what customer success is and why it matters. We'll also dig into what it takes to be successful, whether as an individual contributor, a team leader or as a Chief Customer Officer with a seat at the executive table. By the end of this course, you'll know how to build a customer success orientation, how to hire for it and how to establish the right metrics to stay the course.
So, if you're ready to learn about this exciting new functional area, and more importantly, the mindset that allows companies to create a competitive advantage by focusing on the customer, let's get started.
- What is customer success?
- Scaling customer success
- Being a customer success professional or manager
- Building a customer success plan
- Aligning customer success with other departments