Customer Success | How to Understand Your Customers from Udemy

If you want to deliver the fantastic results your company needs in today's crazy marketplace, it’s time to start listening to your customers like never before.

Listening is the where you start; it's the beginning of deeper understanding. Understanding your customers provides you with clear insight. And this clear insight will help you solve the real problems they need to solve. But, it’s not always easy to understand today's customers because they can be hard to figure out.

So you’ve got to go deeper and become an “Insight Miner.” This course will show you how to begin.

In this course, you are going to learn some critical pieces to the customer puzzle:

The three little words that will change your relationships with customers forever
Why you must grasp The Four Spinning Plates of business
How to close the growing "experience gap" between your company and your customers
How the Customer Engagement Pyramid is an essential building block to success
What customer insight really is and isn't
How "Big Data" is different than "Big Insight"
How to create winning propositions the will turn reluctant prospects into loyal customers

Plus, you''' get four case studies about companies that have made Customer Understanding a big part of their success (plus, one that wasn't listening and paid a steep price):

Netflix
Sherwin Williams
Andre Rieu
Chateauform

You've got to understand your customers now more than ever because someone, somewhere is already listening to them to try to steal them away. There's no time to waste so get started today.

What's inside

Learning objective

The objective of this course is to equip you with the knowledge to better understand your customers. upon course completion, you will have a deeper knowledge to help move your organization – and career path – forward.

Syllabus

Listening is the Beginning of Understanding

Introduction: Stop, Look, and Listen

Four Spinning Plates

There are powerful winds of change blowing in business today. Chuck demonstrates how there’s never been a bigger gap between companies and their customers.

Case Study: Netflix

If the daily grind of business is leaving you trapped in the maze of what is, maybe it’s time to being on the road to what if.

Case Study: Sherwin Williams

Understanding Comes Through Insight

What exactly is customer insight and why is it important? Chuck clearly defines and demonstrates why is mission critical for your business and career.

Customer Mining

Big Insight

Case Study: Chateauform'

Creating Propositions

Turning Insight into Action

Case Study: Andre Rieu

Wrap Up

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Customer Success | How to Understand Your Customers with these activities:

Review 'The Mom Test'

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Learn how to conduct effective customer interviews to gather unbiased feedback and validate assumptions.

View Melania on Amazon

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Read 'The Mom Test' cover to cover.
Identify three key takeaways applicable to your current role.
Practice applying the book's principles in a mock customer interview.

Review Customer Relationship Management (CRM) Fundamentals

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Solidify your understanding of CRM systems and their role in managing customer interactions and data.

Browse courses on CRM

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Review your notes on CRM systems.
Research the latest CRM trends and technologies.
Identify how CRM data can inform customer success strategies.

Develop a Customer Journey Map

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Create a visual representation of the customer experience to identify pain points and opportunities for improvement.

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Identify a specific customer segment to focus on.
Map out the key touchpoints in their journey.
Identify pain points and areas for improvement at each touchpoint.
Present your customer journey map to stakeholders.

Four other activities

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Write a Blog Post on Customer Engagement

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Share your insights on customer engagement strategies and best practices to demonstrate your understanding of the topic.

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Research current trends in customer engagement.
Outline the key points you want to cover in your blog post.
Write a compelling and informative blog post.
Promote your blog post on social media.

Review 'Chief Customer Officer 2.0'

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Learn how to build a customer-centric organization and drive customer-driven growth.

View Chief Customer Officer 2.0: How to Build Your... on Amazon

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Read 'Chief Customer Officer 2.0' and take notes.
Identify three strategies you can implement in your organization.
Develop a plan to advocate for customer-centric initiatives.

Design a Customer Feedback Survey

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Develop a survey to gather customer feedback on a specific product or service and analyze the results to identify areas for improvement.

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Define the objectives of your customer feedback survey.
Design survey questions that are clear, concise, and unbiased.
Distribute the survey to a representative sample of customers.
Analyze the survey results and identify key themes and insights.
Present your findings and recommendations to stakeholders.

Mentor Junior Customer Success Professionals

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Share your knowledge and experience with junior colleagues to help them develop their skills and advance their careers.

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Volunteer to mentor junior customer success professionals.
Provide guidance and support on their projects and tasks.
Share your insights on customer success best practices.

Career center

Learners who complete Customer Success | How to Understand Your Customers will develop knowledge and skills that may be useful to these careers:

Customer Success | How to Understand Your Customers

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