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CodeSignal

Customer-Centric Strategy & Governance

via CodeSignal

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Overview

Equip CS leaders to craft an inspiring vision, embed customer metrics into company operations, secure resources, and steer cross-functional governance that drives sustained customer value.

Syllabus

  • Unit 1: Crafting a Customer-Centric Vision That Drives Business Results
    • Aligning Vision with Measurable Outcomes
    • Aligning Sales and Customer Outcomes
    • Customer Impact Storytelling for Support Teams
  • Unit 2: Cross-Functional Governance & Voice of Customer
    • Cross Functional Council Collaboration
    • Prioritizing OKRs for Customer Impact
    • Prioritizing Competing Business Objectives
    • Driving Cross Functional Customer Action
  • Unit 3: Financial Acumen & Budget Stewardship
    • Assess Cost Sensitivities in a CS Budget Proposal
    • Customer Success Budget Business Case
    • Defending Your Customer Success Investment
  • Unit 4: Leading Change Across the Organization
    • Driving Change Readiness Conversations
    • Leading Change and Rollout Planning
    • Recognition Strategy Alignment for Change

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