Introduction To Customer Success In Modern B2B Saas Business
Published 5/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English
| Duration: 0h 30m
Introducing the major concepts behind customer success - focusing on B2B SaaS environments
What you'll learn
What is Customer Success
The Customer Journey
The importance of Customer Success
Important Customer Success KPI's and Metrics
Customer Onboarding and Adoption
Customer Retention and Expansion
Building a Customer-Centric Culture
Requirements
No Customer Success Experience Needed - You will learn everything you need to know
Be curious
Put the customer customer first
Description
"Introduction to Customer Success in modern B2B SaaS Business" is an immersive online course crafted to empower professionals with the expertise required to thrive in the ever-evolving landscape of B2B customer success within the SaaS industry.Kicking off with a comprehensive exploration of customer success, learners embark on a journey through its evolution and pivotal role in B2B SaaS enterprises, unraveling key metrics and KPIs crucial for performance evaluation. The course navigates through the intricate terrain of the customer journey, spotlighting the importance of pinpointing pain points and nurturing proactive engagement.Participants are guided through the art of devising a robust customer success strategy, from customer segmentation and SMART goal setting to the meticulous crafting of tailored success plans. Vital topics such as onboarding, adoption, retention, and expansion strategies are dissected, underscoring the paramount significance of fostering enduring customer relationships.Furthermore, the course delves into the imperative of cultivating a customer-centric culture, shedding light on prevalent challenges and furnishing actionable insights to instill and perpetuate a culture deeply entrenched in customer satisfaction and success. Through engaging modules, real-world case studies, and interactive discussions, learners emerge equipped with the prowess to spearhead customer success initiatives and propel their organizations towards unparalleled growth and prosperity in the competitive B2B SaaS arena.
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 Summary
Section 2: The Customer Journey in B2B SaaS
Lecture 3 Customer Journey
Lecture 4 Summary
Section 3: Developing a customer success plan
Lecture 5 Developing a customer success plan
Section 4: Customer Onboarding and Adoption
Lecture 6 Customer Onboarding and Adoption
Lecture 7 Summary
Section 5: Customer Retention
Lecture 8 Customer Retention
Lecture 9 Summary
Section 6: Building a customer centric culture
Lecture 10 Building a customer centric culture
Everyone eager to improve customer success,Customer success managers of B2B SaaS Business,Start-up founders
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