Business Fundamentals for Customer Success Managers

This course contains key information on business management for customer success professionals. It explains how businesses create value, as well how they are organized and managed.

1. How Businesses Generate Value

• Overview of how businesses generate value
• CSMs and business awareness
• Why businesses exist
• How businesses create value for owners
• Who else businesses create value for
• How expenditure and profits are calculated
• Customer segments and value propositions

2. Fundamentals of Business Management

• How businesses work: Organization
• How businesses work: Capabilities
• Principles of business management: Drivers for change
• How businesses work: Strategy formulation
• The business motivation model (BMM)