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.
This Customer Success 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, cross-sell, and up-sell where needed.
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.
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 ensures a Customer Success Rep gets the basic foundation to perform well in this role
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 importance of professional branding, how to become a trusted advisor for your customer and build relationships with them.
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
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 covers the techniques to gather the information of the accounts through LinkedIn search, questioning techniques to narrow down on end objectives, condition of satisfactions, consulting foundations and managing customer feedbacks during and after implementation.
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.
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.
This module explains how to renew and expand the existing accounts, how to cross-sell and upsell the account for further sales, and how to do the forecasting of the renewals account.
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 firstname.lastname@example.org. 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 email@example.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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