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Customer Success Basics by Practical CSM
Rating: 4.5 out of 5(65 ratings)
592 students

Customer Success Basics by Practical CSM

Customer Success basic principles made simple and effective, taught by a leading global expert in the field.
Created byMarek Malinowski
Last updated 2/2025
English

What you'll learn

  • Understand the fundamentals and importance of Customer Success and its management.
  • Learn to develop and execute effective Customer Success strategies and measure outcomes.
  • Master the role of a Customer Success Manager and their impact on retention and churn.
  • Gain skills in customer advocacy, stakeholder engagement, and internal evangelization.
  • Equip yourself with practical abilities that are critical to the Customer Success role.

Course content

1 section • 12 lectures • 58m total length

  • Overview2:34
  • What is Customer Success Management6:41
  • How Does Customer Success Work?4:59
  • Customer Success and Different Business Types5:01
  • Land and Expand Sales Motions4:30
  • Customer Success and Customer Lifetime Value (CLV)3:36
  • Customer Success and Customer Advocacy1:58
  • Tenets of Customer Success - Part 1 of 56:50
  • Tenets of Customer Success - Part 2 of 56:04
  • Tenets of Customer Success - Part 3 of 55:39
  • Tenets of Customer Success - Part 4 of 55:35
  • Tenets of Customer Success - Part 5 of 54:47

Requirements

  • There are no specific prerequisites for this course. It is designed for beginners and professionals alike. All you need is a keen interest in customer success and a willingness to learn. A basic understanding of business principles and familiarity with common business tools will be beneficial but not necessary.

Description

New to customer success management (CSM)?

This course can help you get up to speed with the fundamentals. This course address what CSM is and why it's important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Collectively, these tenets outline the role of the CSM in ensuring that customer success occurs and that its benefits are realized by both the CSM's own company and its customers. This course can be taken on its own as an introduction to the topic, or as one in a series of courses from Practical CSM that build upon each other to cover the entirety of customer success management best practices in greater detail.


In the Customer Success Fundamentals section, you will explore the key concepts that define Customer Success Management. This section answers essential questions, such as:


  • What is Customer Success, and why is it important?

  • Who is Customer Success important to?

  • What is Customer Success Management?

  • What types of sales situations does Customer Success Management apply to?

  • How can Customer Success Management help to increase a company’s sales revenues?

Who this course is for:

  • This course is ideal for jobseekers new to customer success, professionals in customer-facing roles looking to pivot their careers, and anyone interested in understanding and mastering customer success management.
  • It is also valuable for current Customer Success Managers aiming to enhance their skills and effectiveness.

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