Introduction To Customer Success In Modern B2B Saas Business

Introducing the major concepts behind customer success - focusing on B2B SaaS environments

What you'll learn

What is Customer Success

The Customer Journey

The importance of Customer Success

Important Customer Success KPI's and Metrics

Customer Onboarding and Adoption

Customer Retention and Expansion

Building a Customer-Centric Culture

Requirements

No Customer Success Experience Needed - You will learn everything you need to know

Be curious

Put the customer customer first

Description

"Introduction to Customer Success in modern B2B SaaS Business" is an immersive online course crafted to empower professionals with the expertise required to thrive in the ever-evolving landscape of B2B customer success within the SaaS industry.Kicking off with a comprehensive exploration of customer success, learners embark on a journey through its evolution and pivotal role in B2B SaaS enterprises, unraveling key metrics and KPIs crucial for performance evaluation. The course navigates through the intricate terrain of the customer journey, spotlighting the importance of pinpointing pain points and nurturing proactive engagement.Participants are guided through the art of devising a robust customer success strategy, from customer segmentation and SMART goal setting to the meticulous crafting of tailored success plans. Vital topics such as onboarding, adoption, retention, and expansion strategies are dissected, underscoring the paramount significance of fostering enduring customer relationships.Furthermore, the course delves into the imperative of cultivating a customer-centric culture, shedding light on prevalent challenges and furnishing actionable insights to instill and perpetuate a culture deeply entrenched in customer satisfaction and success. Through engaging modules, real-world case studies, and interactive discussions, learners emerge equipped with the prowess to spearhead customer success initiatives and propel their organizations towards unparalleled growth and prosperity in the competitive B2B SaaS arena.

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Summary

Section 2: The Customer Journey in B2B SaaS

Lecture 3 Customer Journey

Lecture 4 Summary

Section 3: Developing a customer success plan

Lecture 5 Developing a customer success plan

Section 4: Customer Onboarding and Adoption

Lecture 6 Customer Onboarding and Adoption

Lecture 7 Summary

Section 5: Customer Retention

Lecture 8 Customer Retention

Lecture 9 Summary

Section 6: Building a customer centric culture

Lecture 10 Building a customer centric culture

Everyone eager to improve customer success,Customer success managers of B2B SaaS Business,Start-up founders