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.
Overview
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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Reviews
5.0 rating, based on 1 Class Central review
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Saumya DwivediThe course opens with a crisp overview of what customer-centricity actually means in practice — distinguishing it from merely offering good service. The strategy modules are the strongest part: they outline how to build a CX roadmap, prioritize customer touchpoints, and measure outcomes using widely-used metrics like NPS, CSAT, and CES.
Would highly recommend this course if you are looking to build career in customer success
