PARTNERS
Customer Success
Toolkit
Why customer success is important
Customer success focuses on ensuring that customers achieve their desired outcomes and continue to derive value from their technology investments.
A focus on customer success can lead to higher revenue, reduced costs, and a strong, loyal customer base.
Building and growing your customer success practice
- Building & growing a customer success practice guidance.
- Best practice playbooks and templates.
- Links to additional customer success training and certification through external training providers.
Who should access the content
- Partner Customer Success leaders.
- Partner Customer Success managers.
Customer Success Foundations
Customer Success Foundations
Pathway and toolkit:
- Guidance on building and growing your customer success practice.
- Access to best Practice Playbooks and templates.
- Customer Success certification options through external training providers.
Customer Success Fundamentals
With each module you complete, you’ll receive a badge that signifies your success, ready to be shared across your social media network.
STAGE 1
What is customer success
This eLearning module is designed to enhance delegates’ comprehension of the fundamental principles of customer success.
STAGE 2
Best practice
This eLearning module is designed to equip delegates with the essential knowledge required to effectively organize their schedules, understand the critical components of the customer journey, and, most importantly, integrate customer success into every aspect of their work.
STAGE 3
Health scoring
By mastering the techniques for evaluating their customers, Customer Success Managers (CSMs) who complete this eLearning module will gain the ability to accurately score their customers, identify the key factors that influence customer health, and effectively segment their customer base.
STAGE 4
KPIs
The recipient of the Customer Success KPIs badge has demonstrated a comprehensive understanding of the significance of Key Performance Indicators (KPIs), their impact on overall customer success, and the specific sources from which each KPI is derived.
STAGE 5
Minimising churn
In the concluding section of this content, Customer Success Managers (CSMs) will gain the crucial ability to recognize the early warning signs of customer churn and learn the strategic actions they can take to mitigate and proactively manage these risks.