Customer Experience and Customer Success Management
This course covers both the strategic and operational sides of keeping customers happy, engaged, and growing with your company. You will learn the distinction between Customer Experience (CX) and Customer Success (CS), how to map a customer journey and choose the right metrics (NPS, CSAT, CES, churn, and net revenue retention) to track it, and how to operationalize onboarding, health scoring, and renewal management so problems get caught before they become churn. The final module covers scaling these practices through segmentation, voice-of-customer programs, and building a genuinely customer-centric culture across an entire organization, not just within a single team. By the end, you will be able to design and run a Customer Success function that measurably improves retention and expansion revenue.
Course content (3 modules, 9 lessons)
Foundations of CX and CS
- Customer Experience vs. Customer Success: Defining the Discipline
- Mapping the Customer Journey
- Key CS Metrics: NPS, CSAT, CES, Churn, and NRR
Operationalizing Customer Success
- Onboarding That Drives Time-to-Value
- Health Scores and Proactive Account Management
- Managing Renewals, Expansion, and Churn Risk
Scaling CX/CS Strategy
- Segmentation and Tiered Engagement Models
- Voice of Customer Programs and Closing the Loop
- Building a Customer-Centric Culture Across the Organization