Customer Experience Design for Customer Success: Ensuring Customer Success

Do you want to foster long-term customer loyalty and increase repeat purchases for your business? Acquiring a new customer can cost five times more than retaining an existing one, so learning how to retain them can offer huge growth for your business and profits.

This course explores how to cultivate and nurture your existing customer relationships to improve your overall retention rates. You’ll look at customer relationship management (CRM) tools and will see how data analysis can be used to improve communication and keep customers coming back time after time.

Gain a better understanding of your customer relationships

Grow your knowledge of customer relationships by reviewing the key components of them. You’ll look at the different aspects that affect how a customer views their relationship with your brand, and the levers you already have for improving them.

Discover new methods to evaluate CRM success

From deal close-rates and upsell-rates, through to net-new revenue and sales-cycle lengths, you’ll explore how metrics are used to evaluate the effectiveness of CRM strategies. In addition, you’ll discover how to make customers feel cared for by sending personalised emails and asking for feedback at the right time.

Maintain your business’ long term customer success

By the end of this course, you’ll be able to identify the tactics used to achieve sustainable business growth and minimise churn through long-term customer success.

This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including:

• early-stage or aspiring customer success and experience management professionals;
• early career professionals looking for a CRM consultant role;
• business development and sales professionals;
• product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience.

During the course we’ll be using the Salesforce Trailblazer platform.

• Optimising CX
• Welcome to the course
• Evaluating strategic performance
• Continuous improvement and the impact of COVID-19 on CX design
• Driving improvement through ideation
• Wrap-up
• Managing customers
• Introduction to managing customers
• Building customer relationships
• Managing customer expectations and challenging or disengaged customers
• Key components of CRM technologies
• Wrap-up
• Customer success
• Introduction to the fundamentals of customer success
• How does customer success (CS) support customer experience (CX)?
• Customer success management and common success models
• Wrap-up
• Designing a Customer Success (CS) strategy
• Introduction to designing a customer success strategy
• Developing customer success strategies using segmentation and Customer Value Proposition (CVP)
• Identifying the most valuable tactics for your CS framework
• Wrap-up