Customer Success Management
- 4 Courses | 1h 35m
- 8 Books | 29h 45m
- 6 Audiobooks | 37h 52m 36s
Optimize your customer journey and learn applicable strategies for helping your customers achieve their desired levels of success with your platform, product, or service. Optimizing the customer journey will help you engage your clients and foster long-term relationships with them.
COURSES INCLUDED
Customer Service: Engaging with Customers
Customer service is customer engagement. And as a customer service representative, you don't often get to see happy, smiling customers, excited by their new service, new device, new outfit, or new opportunity. You get to see them when the new thing isn't working. Or isn't the right color. Or may not be billed correctly. And then you get to try to make them happy again. In this course, you'll learn proven techniques customer service professionals can use to boost their self-confidence, better engage with their customers, and demonstrate flexibility and efficiency in the problem-solving process. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos |
27m
Assessment
Badge
Customer Service: Generating Effective Solutions
Customer service is all about finding the right solution for every client. CSRs who can quickly determine the underlying causes and issues associated with a customer's problem are more likely to generate fast and effective solutions. In this course, you'll examine proven techniques to find the root cause of a problem, align a right-fit solution, and deliver a final resolution. You'll recognize how to arm yourself with the information you need before and during an interaction, and learn the solution steps in a process-based approach to customer service. You'll also learn approaches for addressing common obstacles encountered during customer service interactions, indications when a call should be escalated to a higher tier of service, and explore strategies to take customer service solutions to the next level. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos |
29m
Assessment
Badge
Embracing a Customer-obsessed Mentality
Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. The only source of competitive advantage is the obsession with understanding, delighting, connecting with and serving customers. Organizations need people who are customer obsessed. People who are so interested and committed to the people they are creating and designing for that they are willing to spend time, take risks and admit that they personally might be wrong. People who are so customer obsessed that they never settle but are continually trying to understand what else they can do for their customers.
6 videos |
22m
Assessment
Badge
Rapport Building in Customer Service
Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.
7 videos |
16m
Assessment
Badge
PMI PDU
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EARN A DIGITAL BADGE WHEN YOU COMPLETE THESE COURSES
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.BOOKS INCLUDED
Book
The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm ShiftGet that competitive advantage in the most relevant and important arena today-making and cultivating happy customers.
5h 41m
By Allison Pickens, Nick Mehta
Book
The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers: While Driving Growth For Your CompanyWritten by practitioners for practitioners, this indispensable resource offers real-world guidance and practical advice for aspiring and experienced CSMs alike.
3h 58m
By Ashvin Vaidyanathan, Ruben Rabago
Book
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, Second EditionUsing numerous real-life examples, this insightful book shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers - even when you have to say no.
5h 2m
By Claus Møller, Janelle Barlow
Book
Lead with Your Customer: Transform Culture and Brand into World-Class ExcellencePresented in an engaging and straight-forward style with many interesting case studies, this book provides a model that serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and a world-class reputation.
3h 32m
By J. Jeff Kober, Mark David Jones
Book
Reorganize for Resilience: Putting Customers at the Center of Your BusinessIncluding examples from Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, this authoritative, practical book explores the levers of resilience, and helps you walk the walk, not just talk the talk, of customer centricity.
4h 16m
By Ranjay Gulati
Book
Successful Global Account Management: Key Strategies and Tools for Managing Global CustomersThis reference will provide any manager responsible for implementing a GAM program with a range of tools for success.
4h 19m
By Kevin Wilson, Nick Speare, Samuel J. Reese
Book
The Innovative Sale: Unleash Your Creativity for Better Customer Solutions and Extraordinary ResultsPacked with real-life examples and powerful principles, this groundbreaking, game-changing book draws on the work of pioneering geniuses in design, architecture, and the arts to help salespeople develop a predictable creative process.
2h 50m
By Mark Donnolo
BOOK SUMMARY
Jobs to be Done: Theory to PracticeJobs to be Done provides an accessible and intuitive process that companies can follow to fully connect with their customers' needs and create enduring offerings that best fulfill them. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
7m
By Anthony W. Ulwick
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AUDIOBOOKS INCLUDED
AUDIOBOOK SUMMARY
Reorganize for Resilience: Putting Customers at the Center of Your BusinessReorganize for Resilience offers CEOs and managers a transformative plan to ensure success, even during economic downturns. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
11m 37s
By Ranjay Gulati
Audiobook
Fanocracy: Turning Fans into Customers and Customers into FansThis audio edition is a bold guide to converting customer passion into marketing power. Read by the authors.
8h 26m 59s
By David Meerman Scott, Reiko Scott
Audiobook
The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers - While Driving Growth for Your CompanyThe audio edition fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed - from the practitioner level all the way to senior leadership.
7h 22m 19s
By Ashvin Vaidyanathan, Ruben Rabago
Audiobook
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring RevenueThis audio edition shows you how to kick start your customer-centric revolution, and make it stick for the long term.
8h 25m 12s
By Dan Steinman, Lincoln Murphy, Nick Mehta
Audiobook
The Innovative Sale: Unleash Your Creativity for Better Customer Solutions and Extraordinary ResultsThis audio edition explains how to integrate the right-brain aptitude for innovation with the left-brain affinity for logic and process, resulting in a fresh, dynamic approach that addresses customers needs while expanding the salesperson's entire way of thinking.
4h 22m 5s
By Mark Donnolo
Audiobook
Transform Customer Experience: How to Achieve Customer Success and Create Exceptional CXThis audio edition offers real-life insights into effective strategies for developing and implementing customer experience (CX) programs in a range of corporate, governmental, and nonprofit environments.
9h 4m 24s
By Isabella Villani
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SKILL BENCHMARKS INCLUDED
Customer Obsession
Customer obsession allows you to identify the ongoing needs of internal and external customers, ensures these needs are met or exceeded, identifies key customers and customer segments, and demonstrates an understanding of customer journeys and life cycles. This benchmark evaluates your understanding of this topic. Being aware of potential knowledge gaps allows you to better understand your current competency and areas for improvement, so you can find suitable content and curate your own learning path. The courses recommended at the end of this benchmark can help you fill potential gaps in your knowledge.
7m
| 7 questions