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Drive Revenue Growth through
Customer Success Training
Earners of this Certified Customer Success Professional certification will master the key practices to engage clients at pre-sale level, deliver smooth customer and product experience at the trial level, and convert sales qualified opportunities to closed wins.
Duration
8 weeks
SKILL LEVEL
Intermediate
LECTURES
12 modules
Duration
8 weeks
SKILL LEVEL
Intermediate
LECTURES
12 Modules
Overview
Benefits for Corporate
Benefits for Individual
Overview
Customer Success Professional Programme
This Customer Success training course is for professionals of SaaS-based organizations who wish to engage clients at their pre-sales level, engaging and ensuring smooth customer and product experience at the trial level, handholding implementation, product experience, and converting sales qualified opportunities to closed wins. This role also identifies areas for account growth, relationship building, how to on-board clients and how to convert trial or subscription users through cross-sell and up-sell where needed.
Benefits for Corporate
An effective Customer Success strategy typically results in reduced churn rates and increased upsell opportunities for a company, which makes the Customer Success professional an integral part of a firm’s revenue growth. It is necessary for the professionals to have these skills and training to succeed in the Customer Success role become it has become a valued part of an organization’s sales process.
Benefits for Individual
Customer Success is a relationship-focused client management position with the goal of customer happiness and loyalty through the mutually beneficial alignment of client and vendor outcomes. Happy customers become referral sources and advocates. This customer success course along with sales coaching sessions ensures a Customer Success Rep gets the basic foundation to perform well in this role.
Customer Success Professional Programme Details & Coursework Overview
Pillar A - Introduction to Customer Success and Software-as-a-Service (SAAS)
The objective of this part is to familiarize the learner with the fundamentals of customer success and Service-as-a-Software. This module covers the following topics:
This module covers the key components of customer success, or CS, including how CS fits into SaaS, membership, and service-oriented models—businesses that depend on long-term relationships to maximize customer lifetime value. Learn how it’s different from customer support, what makes a successful CS sales professional, and how to align CS with the larger organization.
This module covers the key components of SAAS sales methodology, monthly recurring revenue (MRR), annual recurring revenue (ARR), SaaS business model and key metrics.
Pillar B - SaaS Marketing, Sales Strategy, Renewals, and Growth
This part covers the key components of SAAS Marketing, sales strategy, account-based marketing, onboarding, implementation, renewals and growth. It covers the following modules:
This module covers the techniques to get more leads for B2B business, how to set up account based marketing, build scalable SaaS sales process, sales pipeline management and effective enterprise sales strategy.
This module covers the techniques to build account sales and onboarding plan, building customer loyalty, identify new opportunities through cross selling and upselling, understanding and reducing churn rate and SaaS renewals forecasting basics.
Pillar C - Role of Customer Success and Essential Customer Success Skills
In this part, the learner will understand the role of customer success as a trusted advisor, essential soft skills like interpersonal communication skills, stress management tactics, leading virtual meetings, digital communication and presentation, working with partners, working in a matrix organization and cross-functional sales team, and how to deliver insight business reviews.
This module covers the importance of professional branding, how to become a trusted advisor for your customer and build relationships with them.
This module covers soft skills in depth, sharing strategies that can help salesperson bolster their emotional intelligence and communicate more effectively with prospects. It includes some of the most essential skills like how to developed executive presence, emotional intelligence, communicating with charisma, decision-making skills, managing accountability, commitment, managing conflicts and difficult clients.
This module covers the essential business etiquette needed for wiring an email, text message, or sending a voicemail. It starts with an email, explaining everything from setting up signatures to striking the right tone, how to best use autoresponders, acknowledge receipt of an email, and follow up on unanswered emails. Next is the text etiquettes, including what and what not to say in a text message. Finally, covers phone etiquette, including proper greetings, voicemails, out-of-office messages, and essential phone behavior.
This module explains how to work in the matrix organization, manage matrixed employees, excel as an employee in a formal or informal matrix, and capitalize on the unique opportunities that a matrix offers, including the ability to reach a larger network. It also teaches how to develop, launch, track a high-performing cross-functional sales team, how to work effectively in the virtual team and communicate within the team, and how to deliver impact business reviews.
Pillar D - 7 Steps to Effective Customer Success Process
In this part, the learner will learn the fundamentals of 7 Steps to Effective Customer Success Process.
This module covers:
Step 1: Customer Success Management Fundamentals
Step 2: Business Fundamentals
Step 3: Engagement Preparation Best Practices
Step 4: Onboarding and Adoption Best Practices
Step 5: Value Realization Best Practices
Step 6: Engagement Evaluation Best Practices
Step 7: Avoiding Common Pitfalls in Customer Success Management
Pillar E - Customer Experience, Customer Journey Mapping, Retention and Recovery
In this part, the learner will learn the fundamentals of customer experience, consulting foundation, customer journey mapping, macro and micro account intelligence, creating positive conversation, and managing conflict and difficult clients.
This module covers the techniques to create customer experience journey mapping, consulting foundation, value enables and condition of satisfaction.
This module covers the techniques to gather the information of the accounts using LinkedIn, micro and macro account intelligence, and managing account relationships.
This module explains how to develop a customer retention strategy that helps to keep customers loyal and to maintain the relationship with them. It also includes key ingredients for customer retention, including how to make customer follow-up meaningful, memorable, and personal.
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Assessment and Exam Matters
All students will receive a Certification of Completion by Asia Pacific Sales & Marketing Academy upon completing all online modules and passing all integrated quizzes.
For Certified Status
Students opting for Certified status will have to register at edu@apacsma.com. Our Educational Consultants will reach out to you on the process, assessment, and certification fees.
Exams will include knowledge verification assessment, capstone project &/or an assignment. Students will have to pass with 75% and above (in combined aggregate score) to be eligible for Certified status. Dual endorsed certification will be issued by Asia Pacific Sales & Marketing Academy and Institute of Sales Professionals, UK with official recognition as Certified Customer Success Professional (CCSP™). CCSPs can use this credential on their name card and on LinkedIn.
APACSMA will issue a digital badge and eCertificate within 2 weeks of completion. You will receive a notification from edu@badges.apacsma.com.
To help showcase your achievements, APACSMA has developed together with industry bodies and academia to provide you with unique blockchain verified credentials, a digital version of your qualifications and abilities.
Once you have accepted your badge, you can broadcast the badge directly to your social networks: LinkedIn, Twitter and Facebook; over email; embedded in a website or in your email signature.
For more details on badging click here.
Certification in Sales Management by APACSMA is the recommended next course to upgrade from Individual sales contributor to sales team manager. You can select electives based on your role. Click here to view the course.
Sales professionals can consider the Certificate/Diploma in Advanced Sales Professionalism, which covers sales team management fundamentals.
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