Customer Success Basics Online Course

Are you new to Customer Success Management?
Do you need to get up to speed quickly on the basic principles of what Customer Success Management is and how it works?
If so this online self-study course is perfect for you!

Take This Online Course

Challenges 

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Rick Adams

Author of our Customer Success Basics Online Course

Rick Adams is an independent author, trainer and consultant, specializing in helping technology companies deliver measurable business value for their customers. Adams has over 25 years’ experience of working in the IT industry, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Having delivering training and consultancy to many hundreds of businesses and thousands of technology professionals in over 30 countries across four continents, Adams is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri.

Adams’ recent work includes the development and delivery of a global certification program on customer success management for Cisco Systems Inc. His book titled ‘Practical Customer Success Management: A best practice framework for managers and professionals’ was recently published by Routledge and is available from Amazon and all other good book retailers. His current interests includes helping individuals and companies develop best practices in customer success management and in business outcomes focused selling.

How We Help

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What do you get in our Customer Success Basics Online Course?

Our Customer Success Basics online course provides you with a solid foundation in Customer Success Management principles and best practices. It will take you through the entire post-sales customer journey from initial research through to engagement evaluation. Everything is explained fully and clearly, and you are always in control of the pace you wish to learn at.

Take This Online Course

“Always a good idea to consolidate on the basics! Great certification program by Rick Adams and PracticalCSM.com.
Full steam ahead to becoming a Certified Customer Success Management Professional.”

Sowande Snagg, Channel Manager

This is a well thought out portal containing detailed training content – I would definitely recommend it for all CS teams.

Karan Chaudhary, Engagement Director,  Aodigy

“Finished the course “Customer Success Management Basics”! Thank you, Rick Adams, you explained customer success in an easy to understand way that makes your content simple to follow.”

Craig Davies, Customer Expert Specialist

First impressions… I gotta say – WOW it’s fantastic – love the production! Can’t wait to wrap myself up in the content!

Brenda Tinius, Cloud Migration Proj Manager, AWS

Outcomes

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Customer Success Basics

Learn more about this course

It Includes:

  • Eleven Lessons in full multimedia audio and video
  • ​High quality production for enjoyable experience​
  • Bookmark progress and complete over time
  • ​Two downloadable workbooks for offline study
  • Case study based exercise to embed the learning
  • 15 question test to ensure comprehension
  • ​Badge of completion to document your success

This Course will provide answers to 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 sales situations does Customer Success Management apply to?

and…

  • How can Customer Success Management help to increase a company’s sales revenues?

It will also name and describe in detail fourteen tenets (or principles) of good Customer Success Management that will set you up with a detailed understanding both of what the CSM (Customer Success Manager) does and how they go about doing it.

Sample Videos

Frequently Asked Questions

The “Customer Success Basics” training program covers the basics of Customer Success Management. It provides a simple but effective grounding in what the term “Customer Success” actually means, what value the process of Customer Success Management brings to both the customer and the supplier, and what types of activities CSMs (Customer Success Managers) get up to in their day-to-day work.

The “Customer Success Basics” training program is aimed at people who have little or even no direct previous experience in a CSM role, but who are interested either in becoming a Customer Success manager or in taking on some of the tasks and responsibilities of Customer Success Management within their existing customer facing role.

Absolutely! This is exactly what the “Customer Success Fundamentals” training program covers. Of course it is just a “fundamentals” course, so it only provides an overview, which is perfect as an initial course from which to learn the basics. For those who wish to go deeper, we also offer Basic and Full certification programs. Please review our website or contact us for more details.

No. The “Customer Success Basics” training program will provide you with the knowledge you need in order to know what Customer Success Management is and what Customer Success Managers do in order to help their customers attain value. This is not sufficient on its own to get you a job as a CSM. What we can say is that we are very confident that the advice and guidance we provide is very useful and relevant to those who are serious about finding work as a CSM.

Whilst college graduates are not the primary intended audience for this course, the “Customer Success Basics” training program should prove very useful to such graduates who aspire to become CSMs either straight away if possible or perhaps even in the short to medium term future.

Yes. We can say for certain that at the time of writing this FAQ guide (September 2020) there most definitely are both junior and senior Customer Success Management vacancies being offered that need to be filled. However it is also true to say that as with most if not all professions, the COVID-19 pandemic has caused a short term drop in the numbers of vacancies being advertised. We expect that ultimately the numbers of vacancies will bounce back very strongly, since Customer Success Management has been one of the professions that has been of great help for many companies during this pandemic crisis, and has therefore increased in prominance and importance within many companies.

Whilst Customer Success Management vacancies were originally almost entirely based in the Silicon valley area of California, this is most definitely no longer the case, and there are thousands of Customer Success managers employed in a very wide variety of countries throughout North and South America, Europe, Russia, Africa, India, the Middle East, the Far East and Australia.

No. We cannot guarantee that this course on its own will be enough to get you a CSM job offer. In fact we know for sure that it is NOT enough on its own. You need to have the right personality, and the right knowledge skills and experience, and you also need to be good (or to get good) at promoting yourself and at applying for and attaneding job interviews. Our course tells you what you need to do, but we cannot possibly know whether you are the right person for a CSM role in the first place. You must decide that.

 Are you an experienced CSM who’s looking for ways to increase quality and productivity?

Enroll Today!