Winning a customer is only the beginning of a successful commercial relationship. This proposed course introduces the processes teams use to help customers realise value after a purchase.

Explore onboarding, customer engagement and the use of CRM systems to organise interactions. Learn to distinguish meaningful customer success measures from activity counts.

Proposed course topics

• Explain how customer success differs from sales and reactive support.
• Map key moments in a customer onboarding journey.
• Organise contact, account and activity information in a CRM workflow.
• Recognise common retention, adoption and customer-health indicators.
• Plan proactive check-ins and effective issue escalation.
• Communicate progress and potential risks to internal teams and customers.

Putting the skills into practice

Draft a first-30-days onboarding plan for a fictional subscription customer, including success objectives, contact points, CRM updates and early-warning signals.

Who this course is for

Customer success associates, customer support staff, account coordinators, sales professionals and people entering customer-facing careers.