Customer success management fundamentals

(bright sparkling music) - Hello and welcome to the Customer Success Fundamentals self-study training course here on LinkedIn Learning. My name is Rick Adams and I'm the Senior Consultant and practicalcsm.com and I'll be your instructor for this course. We're delighted you've decided to undertake this short training program and before we begin with the training content itself, let me explain how it works and what is covered. This short course provides a basic overview of the core themes and concepts of Customer Success. To explore this topic, we'll be answering the following questions. What is Customer Success and why is it important? Who is Customer Success important to? What is Customer Success Management? What types of situations does Customer Success Management apply to and how can Customer Success Management help to increase a company's sales revenues and profitability? We'll then discuss 14 tenets or guiding principles of Customer Success that will outline the role of the CSM, or Customer Success Manager, in ensuring the Customer Success occurs and that its benefits are realized by both the CSM's own company and its customers. The Customer Success Fundamentals course will take you approximately one hour to complete and comprises 11 separate short videos contained within two sections. Section One is titled, "Introduction to Customer Success Management," and Section Two is called, "The 14 Tenets of Customer Success." You can watch the videos in any order you wish, but we think it makes most sense to start with video one and watch them in the order we've created them in as later videos will sometimes build upon theories and concepts previously explained in earlier ones. This course could be taken on its own to provide an introduction to the topic of Customer Success Management, or as the first of a series of seven courses that build upon each other to cover the entirety of Customer Success Management best practice in greater detail. We hope you enjoy this course and if so, please do look out for the other courses in this series. (bright sparkling music)