Customer Success Management

  • 6 Courses | 4h 1m 13s
  • 8 Books | 37h 11m
  • 6 Audiobooks | 37h 52m 36s
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Optimize your customer journey and learn applicable strategies for helping your customers achieve their desired levels of success with your platform, product, or service.

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Customer Service: Engaging with Customers

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    Customer Service: Engaging with Customers
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    Bridging Perceptions in Customer Engagement
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COURSES INCLUDED

Customer Service: Engaging with Customers
Customer service is customer engagement. And as a customer service representative, you don't often get to see happy, smiling customers, excited by their new service, new device, new outfit, or new opportunity. You get to see them when the new thing isn't working. Or isn't the right color. Or may not be billed correctly. And then you get to try to make them happy again. In this course, you'll learn proven techniques customer service professionals can use to boost their self-confidence, better engage with their customers, and demonstrate flexibility and efficiency in the problem-solving process. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 27m has Assessment available Badge
Customer Service: Generating Effective Solutions
Customer service is all about finding the right solution for every client. CSRs who can quickly determine the underlying causes and issues associated with a customer’s problem are more likely to generate fast and effective solutions. In this course, you’ll examine proven techniques to find the root cause of a problem, align a right-fit solution, and deliver a final resolution. You’ll recognize how to arm yourself with the information you need before and during an interaction, and learn the solution steps in a process-based approach to customer service. You’ll also learn approaches for addressing common obstacles encountered during customer service interactions, indications when a call should be escalated to a higher tier of service, and explore strategies to take customer service solutions to the next level. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 36m has Assessment available Badge
Embracing a Customer-obsessed Mentality
Today in the Age of the Customer, competitive advantage has been redefined. Customers are in control. They have more choices than ever before resulting in sky-high expectations. The only source of competitive advantage is the obsession with understanding, delighting, connecting with and serving customers. Organizations need people who are customer obsessed. People who are so interested and committed to the people they are creating and designing for that they are willing to spend time, take risks and admit that they personally might be wrong. People who are so customer obsessed that they never settle but are continually trying to understand what else they can do for their customers.
6 videos | 22m has Assessment available Badge
Rapport Building in Customer Service
Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.
7 videos | 25m has Assessment available Badge Certification PMI PDU
Polishing Your Skills for Excellent Customer Service
As a customer service representative (CSR), creating a support culture that focuses on your customers' needs is key. In this course, you'll learn how to enhance your interactions with customers to project service excellence. You'll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you'll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.
7 videos | 24m has Assessment available Badge Certification PMI PDU
Expert Insights on Customer Relationships
Customer service is not about service; it’s about relationships. Like fruitful vegetable gardens, these relationships require constant nurturing. Start growing relationships that exceed customers’ needs and desires, and make them blossom.
31 videos | 1h 45m available Badge
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BOOKS INCLUDED

Book

The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers: While Driving Growth For Your Company
Written by practitioners for practitioners, this indispensable resource offers real-world guidance and practical advice for aspiring and experienced CSMs alike.
Book Duration 3h 58m Book Authors By Ashvin Vaidyanathan, Ruben Rabago

Book

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, Second Edition
Using numerous real-life examples, this insightful book shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers – even when you have to say no.
Book Duration 5h 2m Book Authors By Claus Møller, Janelle Barlow

Book

Lead with Your Customer: Transform Culture and Brand into World-Class Excellence
Presented in an engaging and straight-forward style with many interesting case studies, this book provides a model that serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and a world-class reputation.
Book Duration 3h 32m Book Authors By J. Jeff Kober, Mark David Jones

Book

Outside In: The Power of Putting Customers at the Center of Your Business
Based on fourteen years of research by the customer experience leaders at Forrester Research, this book offers a complete roadmap to attaining the experience advantage, beginning with the concept of the Customer Experience Ecosystem.
Book Duration 4h 36m Book Authors By Harley Manning, Kerry Bodine

Book

Reorganize for Resilience: Putting Customers at the Center of Your Business
Including examples from Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, this authoritative, practical book explores the levers of resilience, and helps you walk the walk, not just talk the talk, of customer centricity.
Book Duration 4h 16m Book Authors By Ranjay Gulati

Book

Successful Customer Relationship Management Programs and Technologies: Issues and Trends
Containing case studies, methodologies, frameworks, and architectures, as well as cutting edge research within the CRM field, this guide serves as a reference and handbook for semantics and follow-through for managers and decision-makers.
Book Duration 8h 38m Book Authors By Riyad Eid (ed)

Book

Successful Global Account Management: Key Strategies and Tools for Managing Global Customers
This reference will provide any manager responsible for implementing a GAM program with a range of tools for success.
Book Duration 4h 19m Book Authors By Kevin Wilson, Nick Speare, Samuel J. Reese

Book

The Innovative Sale: Unleash Your Creativity for Better Customer Solutions and Extraordinary Results
Packed with real-life examples and powerful principles, this groundbreaking, game-changing book draws on the work of pioneering geniuses in design, architecture, and the arts to help salespeople develop a predictable creative process.
Book Duration 2h 50m Book Authors By Mark Donnolo
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AUDIOBOOKS INCLUDED

Audio Summary

Reorganize for Resilience: Putting Customers at the Center of Your Business
Reorganize for Resilience offers CEOs and managers a transformative plan to ensure success, even during economic downturns. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 11m 37s Audiobook Authors By Ranjay Gulati

Audiobook

Fanocracy: Turning Fans into Customers and Customers into Fans
This audio edition is a bold guide to converting customer passion into marketing power. Read by the authors.
Audiobook Duration 8h 26m 59s Audiobook Authors By David Meerman Scott, Reiko Scott

Audiobook

The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers - While Driving Growth for Your Company
The audio edition fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed - from the practitioner level all the way to senior leadership.
Audiobook Duration 7h 22m 19s Audiobook Authors By Ashvin Vaidyanathan, Ruben Rabago

Audiobook

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
This audio edition shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Audiobook Duration 8h 25m 12s Audiobook Authors By Dan Steinman, Lincoln Murphy, Nick Mehta

Audiobook

The Innovative Sale: Unleash Your Creativity for Better Customer Solutions and Extraordinary Results
This audio edition explains how to integrate the right-brain aptitude for innovation with the left-brain affinity for logic and process, resulting in a fresh, dynamic approach that addresses customers needs while expanding the salesperson's entire way of thinking.
Audiobook Duration 4h 22m 5s Audiobook Authors By Mark Donnolo

Audiobook

Transform Customer Experience: How to Achieve Customer Success and Create Exceptional CX
This audio edition offers real-life insights into effective strategies for developing and implementing customer experience (CX) programs in a range of corporate, governmental, and nonprofit environments.
Audiobook Duration 9h 4m 24s Audiobook Authors By Isabella Villani
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