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Customer Success & Retention
Curriculum
4 Sections
16 Lessons
7 Hours
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Customer Success Foundations
4
1.1
Why Retention Beats Acquisition
29 Minutes
1.2
The Customer Success Role
19 Minutes
1.3
Mapping the Customer Lifecycle
26 Minutes
1.4
Defining Success Metrics That Matter
34 Minutes
Onboarding for Success
4
2.1
Designing a First-90-Days Journey
28 Minutes
2.2
Setting Expectations and Milestones
15 Minutes
2.3
Driving Product Adoption
27 Minutes
2.4
Early Warning Signs of Churn
25 Minutes
Ongoing Value Delivery
4
3.1
Business Reviews That Customers Value
22 Minutes
3.2
Health Scores and Account Monitoring
35 Minutes
3.3
Renewal Conversations
34 Minutes
3.4
Turning Customers into Advocates
35 Minutes
Reducing Churn
4
4.1
Root-Cause Analysis of Churn
23 Minutes
4.2
Save Plays and Win-Back Campaigns
31 Minutes
4.3
Expansion Revenue: Upsell and Cross-Sell
21 Minutes
4.4
Course Project: Customer Success Plan
28 Minutes
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