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.
This Customer Success Professional Programme is the combination of core modules of sales fundamentals, remote working, virtual sales, digital sales, social selling skills and the elective modules of account management such as 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 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.
This module teaches how to set up a productive home environment, and how to research your clients online and on LinkedIn to build trust and credibility with your prospects. It also emphasizes the importance of planning the next steps and putting the knowledge of virtual selling into action
This course includes how to use today’s cloud-based communication and collaboration tools to get work done from anywhere, while remaining connected to the organization. It also covers how to create a productive work environment at home by structuring a day correctly and avoiding distractions.
This module helps learners to integrate digital techniques into their sales process to acquire more prospects, reduce lead times, nurture customers and drive revenue using sales automation techniques, technologies and tools.
This module covers the overview and fundamentals of social selling. It demonstrates the value of both social selling and incorporating digital techniques into the sales process. On completion of this module, you will have a fundamental understanding of the key concepts of social selling.
This module covers the value of your personal online brand and will walk you through the process of setting up your personal profile for social business success.
This module covers how to provide the right value-added content to drive engagement, how to write and curate the content and the value of integrating digital tools into your sales process.
This module teaches you how to use social research to attract the ideal prospects, how to prospect using LinkedIn Sales Navigator, how to find the right audience and engage prospects using LinkedIn events. It also shows how to earn introductions to prime prospects, ask for referrals in the right way, and leverage social media to widen your reach. It also covers how to build your network within the buyer community and how to take online conversation offline.
This is an optional exam. There will be a One (1) hour audit conducted virtually by an Auditor. Individuals have to register their interest upfront. Exam scenarios will be shared during exam briefing. There is one (1) exam voucher included into this program to be redeemed within two (2) months of program completion.
Students who fails and wishing to retake have to go through the course work again and pay exam fees of SGD 300.
Students will receive a Certified Customer Success Professional certificate by Asia Pacific Sales & Marketing Academy.
Upon passing your online tests and successful completion of your online course, submit your course completion scores to firstname.lastname@example.org for digital badging and eCertificate issuance within 5 working days.
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