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Skill

House

Customer Success:

Loyalty through enhanced experience

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Instructor: Karen Hogg

In-person | Expert Instructor | Part-Time | 4 workshops

Course description

This 4-week program provides Customer Success professionals, from entry to intermediate level, an opportunity to dive deeper into the skills and best practices they need to help their customers succeed with their product or service offerings. By the end of the course, participants will be equipped with the knowledge and tools to foster strong client relationships, reduce churn, and make a revenue-generating impact on business outcomes.

Learning outcomes

Comprehensive Understanding of Customer Success

Participants will gain a thorough understanding of the origins, importance, and role of Customer Success in a SaaS or service economy. They will learn about key metrics used in the field and how Customer Success drives revenue growth.

Client Relationship Management

The course will equip participants with strategies to overcome client resistance to change, foster strong relationships, and drive product adoption and satisfaction.

Effective Customer Journey Mapping

Participants will learn how to map customer journeys to enhance customer retention and growth. They will apply this knowledge in a practical workshop to create a customer journey map, identifying proactive engagement opportunities.

Onboarding and Churn Reduction

Participants will explore common onboarding mistakes and discover strategies to avoid them, thereby improving initial customer experiences. They will also learn practical tools to identify causes of churn and methods to prevent it.

Expansion Opportunities

The course will cover strategies for up-selling and cross-selling, teaching participants how to identify and approach expansion opportunities effectively.

By the end of the course, participants will be equipped with the knowledge and tools to foster strong client relationships, reduce churn, and make a revenue-generating impact on business outcomes.

Course begins:

August 15, 2024

5:00pm - 7:00pm EST

Who this is for:
Individuals new to Customer Success, entry level to intermediate Customer Success professionals and individuals who are interested in exploring a career in Customer Success.

Thursday, August 15 (5:00pm - 7:00pm)

Thursday, August 22 (5:00pm - 7:00pm)

Thursday, August 29 (5:00pm - 7:00pm)

Thursday, September 5 (5:00pm - 7:00pm)

Limited Capacity

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Deadline to apply: August 8

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Next available course begins: August 15, 2024 (Virtual)

What you’ll learn

Whether you’re new to customer success or getting ready for a career in this field, this course will equip you with industry best practices and the foundational knowledge and skills you’ll need to build strong relationships and deliver better business outcomes for your clients.

Module 1 - Understanding Customer Success

This module will cover the foundational elements that make up a Customer Success program and how they impact you as a CS professional. You’ll come away with a glossary of key Customer Success terms and metrics. In this module, we'll explore reasons behind resistance to change and strategies for overcoming these. You’ll come away with practical tips to strengthen client relationships and guide them through transformative processes smoothly and professionally.

Module 2 - Mapping the Customer Journey

In this module we’ll discuss how to think about a positive customer experience, and how to include cross-functional teams in the journey mapping process. You’ll come away with a framework you can use to map the customer journey and you will have dedicated time to use the framework to map your existing customer journey.

Module 3 - Client Success Starts at Onboarding

In this module you'll learn about the best practices of onboarding. We’ll discuss common mistakes to avoid and you'll come away with a playbook template for how to get your customer's started using your solution the right way.
In this module we’ll discuss various customer reasons for leaving and how to identify the overall health of your customer relationship. You’ll come away with a diagnostic checklist to help identify at-risk customers and for making a churn experience smooth and professional

Module 4 - Growth from Up-selling and Cross-selling

In this module we’ll discuss how expansion revenue is as impactful as new acquisition revenue. We’ll explore customer motivations for spending more money with you, and you’ll come away with practical tips on how to approach the upsell/expansion conversation.

Jump-start your career and
your future with SkillHouse

Industry leaders

SkillHouse instructors are leaders in their specific fields ready to share their real-world experience and expertise.

Networking

Take advantage of networking opportunities within the DMZ community, including admission to exclusive events.

Co-working space

Enjoy access to meeting rooms, desks, business centers, kitchenette and common areas, as well as WiFi and phones. Additionally, there is bike storage and a games room.

Earn a DMZ Certificate

Upon completing your DMZ course, you'll receive a certificate and digital badge to share with your network and showcase your skills.

Your instructor

Karen Hogg
Karen is a Customer Success, Sales and Revenue Operations leader who has worked with B2B companies for more than 20 years to build, scale and transform high-performing customer-facing teams. As an executive she helped lead four successful growth acquisitions and an Initial Public Offering (IPO). She is passionate about creating value-based customer-centric programs and processes that enable clients to renew, buy more and refer others. Karen holds an Honors Bachelor of Science from the University of Toronto. She is an avid hiker and cyclist, and loves to cook for her family and friends.
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