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Onboarding and Adoption Best Practices for Customer Success Management

Offered By: LinkedIn Learning

Tags

Management & Leadership Courses Customer Service Courses Customer Success Management Courses

Course Description

Overview

Onboarding and adoption are two of the essential activities for new customers that CSMs are responsible for. This course explains how to guide a customer through these stages.

Syllabus

1. The Customer Onboarding Process
  • Overview
  • What is onboarding?
  • Why is onboarding important?
  • Onboarding vs. adoption vs. value realization
  • Selecting an onboarding service model: Part 1
  • Selecting an onboarding service model: Part 2
  • Managing the onboarding process
2. The Customer Adoption Process
  • Adoption fundamentals
  • Knowledge, skills, and attitude (KSA) concepts
  • Directly and indirectly impacted users
  • Adoption implementation roles
  • Project management principles and best practices

Taught by

PracticalCSM

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LinkedIn Learning