Sales and Customer Success
B2B Sales Strategy
Win complex business deals. Master account planning, stakeholder mapping, and long-cycle strategies for B2B selling.
USD 59
Customer Success and Retention
Design onboarding, monitoring, renewal and churn-reduction processes that keep customers longer and grow recurring revenue.
About this course
Keep customers for life. Learn onboarding, engagement, and retention strategies that reduce churn and grow recurring revenue.
What you will learn
- Calculate churn, lifetime value, gross revenue retention and net revenue retention correctly
- Map a customer lifecycle with owners, success signals and risk signals for each stage
- Design a 90-day onboarding journey built around the customer's first value
- Build and validate a customer health score that directs your weekly priorities
- Run business reviews and renewal conversations that focus on customer outcomes
- Diagnose root causes of churn and apply save plays, win-back campaigns and value-led expansion
Curriculum
Module 1Customer Success Foundations4 lessons
- 1Why Retention Beats Acquisition Free preview
- 2The Customer Success Role
- 3Mapping the Customer Lifecycle
- 4Defining Success Metrics That Matter
- QModule quiz (4 questions)
Module 2Onboarding for Success4 lessons
- 5Designing a First-90-Days Journey
- 6Setting Expectations and Milestones
- 7Driving Product Adoption
- 8Early Warning Signs of Churn
- QModule quiz (4 questions)
Module 3Ongoing Value Delivery4 lessons
- 9Business Reviews That Customers Value
- 10Health Scores and Account Monitoring
- 11Renewal Conversations
- 12Turning Customers into Advocates
- QModule quiz (4 questions)
Module 4Reducing Churn4 lessons
- 13Root-Cause Analysis of Churn
- 14Save Plays and Win-Back Campaigns
- 15Expansion Revenue: Upsell and Cross-Sell
- 16Course Project: Customer Success Plan
- QModule quiz (4 questions)
PFinal project: Customer Success Plan
Who this course is for
- Customer success, account management and support staff who want a structured approach
- Founders and managers of subscription or repeat-purchase businesses
- Sales professionals moving into post-sale and renewal roles
Requirements
- A computer or tablet with an internet connection and a spreadsheet program
- Basic familiarity with how a business sells to and serves its customers
- Access to real or realistic customer information for the exercises is helpful but not essential
What is included
Written lessons
16 lessons, each with a practical exercise and key points to remember.
Module quizzes
A short quiz at the end of each module. Pass mark 70%, and you can retake it.
Final project
Customer Success Plan. A practical brief with steps and a way to check your own work.
Certificate
A certificate of completion from EMFAD Courses with a unique code anyone can verify.
How the certificate works
Complete every lesson and pass every module quiz with 70% or more. Your certificate then appears in your learner area, ready to print or save as PDF. It shows your name, the course title, the completion date and a unique code. It is a certificate of completion from EMFAD Courses, not an accredited qualification.
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