CSMath: Make Data-Driven Decisions in Customer Success
What you'll learn
- Learn and apply basic statistical tools to solve real-world Customer Success problems
- Track churn accurately
- Measure and interpret NPS and CSAT in new ways
- Construct predictive customer health scores
- Increase forecasting accuracy
- Improve business results
Requirements
- Basic knowledge of algebra (solving equations, order of operations, exponents, logs, limits)
- Microsoft Excel for Office 365 (cannot substitute Google Sheets)
- Working knowledge of Excel (entering equations into cells, plotting, sorting, filtering, Pivot Tables)
- Experience working in a Customer Success environment
Description
"Be more data-driven!" That's the mantra from the senior bosses, but what does it mean?
Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data.
Becoming data-driven isn't about using data--it's about using data correctly.
This learning series helps Customer Success Operations, Customer Operations, Customer Success leaders, and business analysts learn and apply practical statistics in real-world Customer Success applications.
You'll learn how to:
Track churn accurately
Analyze NPS and CSAT in new ways
Construct predictive customer health dashboards
Forecast renewal revenue with precision
Improve your processes
As a result, you'll facilitate better decisions and improve operational performance.
This course features downloadable exercises in Excel to practice applying the concepts, quizzes to reinforce learning, and a valuable CSMath Handy Equations and Procedures Guide for using your new skills on the job.
Who this course is for:
- Customer Success Operations
- Customer Success leaders (CCOs, VPs, Directors)
- Customer Operations
Course content
- Preview10:40
- 3 questionsSet up Excel
- Preview13:13
- 8 questionsPractice defining sets using Excel
- 10 questionsQuiz: Sets and Populations
- Preview18:11
- 16 questionsPractice summarizing data
- 10 questionsQuiz: Distributions
- 14:13Comparing Groups
- 7 questionsPractice using hypothesis testing
- 10 questionsQuiz: Comparing Groups
- 12:04Tracking Progress
- 12 questionsPractice constructing and interpreting control charts
- 10 questionsQuiz: Tracking Progress
- 13:05Analyzing Factors
- 6 questionsPractice discovering factors
- 10 questionsQuiz: Analyzing Factors
- 14:37Predicting Outcomes
- 12 questionsPractice using regression techniques
- 10 questionsTest your knowledge of regression
- 16:22Forecasting
- 12 questionsPractice forecasting
- 10 questionsQuiz: Forecasting
- 20:14Making Improvements
- 10 questionsQuiz: Making Improvements
- 13:35Advanced Topics
- 8 questionsPractice using Bayes' Theorem
- 10 questionsQuiz: Advanced Topics
Instructor
![Ed Powers](data:image/svg+xml,%3Csvg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64"%3E%3C/svg%3E){kind=avatar}
- 4.4 Instructor Rating
- 105 Reviews
- 322 Students
- 1 Course
My 30-year career includes Customer Success, sales, marketing, operations and consulting from start-ups to Fortune 40 companies. Industry experience includes software, electronics manufacturing, business services, hospitality, IT services, management consulting and education.
I'm an engineer, statistician, Lean Six Sigma practitioner, and a 9-year Examiner for the Malcolm Baldridge National Quality Award at the national and state levels.