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Carlos Alves
Nossas boas-vindas ao Curso Principais Elementos do Sucesso do Cliente.
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Nossas boas-vindas ao Curso Principais Elementos do Sucesso do Cliente.
Read more
Nossas boas-vindas ao Curso Principais Elementos do Sucesso do Cliente.
Neste curso, você aprenderá que as dez leis do Sucesso do Cliente buscam orientar conceitos básicos de sua estratégia para o negócio. Sua implementação e manutenção requerem esforço, foco e, muito provavelmente, mudanças na estrutura e na cultura da empresa..
Ao final deste curso, você será capaz de:
- Destacar os princípios guias de atividade de sucesso do cliente dentro de uma organização, para direcionar responsabilidades de relacionamento, métricas e valor.
- Entender como ocorre a construção da mentalidade centrada no cliente.
Este curso é composto por quatro módulos, disponibilizados em semanas de aprendizagem. Cada módulo é composto por vídeos, leituras e testes de verificação de aprendizagem. Ao final de cada módulo, temos uma avaliação de verificação dos conhecimentos.
Estamos muito felizes com sua presença neste curso e esperamos que você tire o máximo de proveito dos conceitos aqui apresentados.
Bons estudos!
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OpenCourser.com/course/e98wrv/principais
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What's inside
Syllabus
As 10 Leis do Sucesso do Cliente
Este módulo apresenta os dez princípios que orientam o especialista no sucesso do cliente em sua busca por melhor atender o cliente para maximizar seus investimentos e atingir seus objetivos. Estes princípios estão divididos em três blocos: relacionamento, métricas e valor.
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Syllabus
As 10 Leis do Sucesso do Cliente
Este módulo apresenta os dez princípios que orientam o especialista no sucesso do cliente em sua busca por melhor atender o cliente para maximizar seus investimentos e atingir seus objetivos. Estes princípios estão divididos em três blocos: relacionamento, métricas e valor.
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Relacionamento com o Cliente
Em negócios como serviço, a possibilidade de o cliente cancelar a assinatura é constante. Se você vender o produto ao cliente errado provavelmente ele irá abandonar o serviço em pouco tempo, e você arcará com os custos de aquisição do cliente que foi embora. Entender a adequação e segmentação dos clientes é fundamental para ter mais assertividade ao investir na conquista de mercado.
Domine as Métricas para Ter a Chave do Sucesso
É fundamental estabelecer métricas para poder monitorar a saúde do seu cliente, pois ele pode se tornar um promotor ou detrator do produto: assim é possível, ao longo de um contrato, atuar para impedir o cancelamento de uma subscrição e promover sua renovação como algo natural. Para isso você precisa medir o negócio e ter métricas que lhe ajudem a encontrar essas respostas. A área de Sucesso do Cliente deve fazer parte da estrutura organizacional, com metas e métricas de resultado definidas, como qualquer outra área.
Co-Criação de Valor: O Sucesso do Cliente é o seu Sucesso
Só entregar o produto não é suficiente. Os clientes possuem um objetivo, pessoal ou profissional, ao realizar uma compra. Quanto mais difícil ou complexo for o uso do produto, mais complicado será alcançar o sucesso do cliente. Os times de Sucesso do Cliente e de desenvolvimento conjunto de soluções precisam andar juntos para construir algo intuitivo, simples, eficiente e que resolva o problema dos consumidores. Se o cliente encontrar este valor no que adquiriu, aumentam as chances de renovação e relacionamento de longo prazo.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Adequado para profissionais que desejam aprofundar o conhecimento em Sucesso do Cliente
Professores reconhecidos por sua atuação em Sucesso do Cliente
Aborda os conceitos básicos de Sucesso do Cliente, orientando estratégias para negócios
Ênfase na implementação e manutenção das leis do Sucesso do Cliente
Desenvolvido para profissionais que desejam se destacar em atividades de Sucesso do Cliente
Aborda a construção de mentalidade centrada no cliente
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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 Principais Elementos do Sucesso do Cliente with these
activities:
Revise core concepts of relationship management
Show steps
Reviewing these concepts before the course helps solidify your foundational understanding of relationship management in a business context.
Browse courses on
Relationship Management
Show steps
-
Review the basic principles of relationship management, including the importance of trust, communication, and understanding.
-
Identify different types of customer relationships and how to manage each type effectively.
-
Learn about different relationship management strategies and how to choose the right strategy for your business.
Revise Relationship with the Client Fundamentals
Show steps
Provides a foundation for understanding the principles guiding customer success.
Browse courses on
Customer Relationships
Show steps
-
Review the principles of client relationship management
-
Examine case studies of successful client relationships
-
Identify the key elements of a strong client relationship
Revise customer relationship management (CRM) principles
Show steps
Refresh your understanding of CRM concepts like customer segmentation, relationship building, and lead nurturing to strengthen your foundation for success in customer success.
Browse courses on
Customer Relationship Management (CRM)
Show steps
-
Review key CRM concepts and methodologies.
-
Explore real-life case studies of successful CRM implementations.
-
Practice applying CRM principles to hypothetical scenarios.
Show all three activities
Revise core concepts of relationship management
Show steps
Reviewing these concepts before the course helps solidify your foundational understanding of relationship management in a business context.
Browse courses on
Relationship Management
Show steps
Show steps
Show steps
- Review the basic principles of relationship management, including the importance of trust, communication, and understanding.
- Identify different types of customer relationships and how to manage each type effectively.
- Learn about different relationship management strategies and how to choose the right strategy for your business.
Revise Relationship with the Client Fundamentals
Show steps
Provides a foundation for understanding the principles guiding customer success.
Browse courses on
Customer Relationships
Show steps
Show steps
Show steps
- Review the principles of client relationship management
- Examine case studies of successful client relationships
- Identify the key elements of a strong client relationship
Revise customer relationship management (CRM) principles
Show steps
Refresh your understanding of CRM concepts like customer segmentation, relationship building, and lead nurturing to strengthen your foundation for success in customer success.
Browse courses on
Customer Relationship Management (CRM)
Show steps
Show steps
Show steps
- Review key CRM concepts and methodologies.
- Explore real-life case studies of successful CRM implementations.
- Practice applying CRM principles to hypothetical scenarios.
Show all three activities
Career center
Learners who complete Principais Elementos do Sucesso do Cliente will develop knowledge and skills
that may be useful to these careers:
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for developing and executing strategies to ensure that customers are successful in using a company's products or services. This course provides a foundation in the principles of customer success, including the importance of building relationships, understanding customer needs, and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Product Manager
Product Manager
Product Managers are responsible for developing and managing products that meet the needs of customers. This course provides insights into the principles of customer success, including the importance of understanding customer needs, measuring success, and co-creating value. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns that reach and engage customers. This course provides a foundation in the principles of customer success, including the importance of understanding customer needs, measuring success, and co-creating value. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams to achieve revenue goals. This course provides a foundation in the principles of customer success, including the importance of building relationships, understanding customer needs, and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Business Development Manager
Business Development Manager
Business Development Managers are responsible for identifying and developing new business opportunities for their companies. This course provides a foundation in the principles of customer success, including the importance of building relationships, understanding customer needs, and co-creating value. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Account Manager
Account Manager
Account Managers are responsible for managing relationships with existing customers. This course provides a foundation in the principles of customer success, including the importance of building relationships, understanding customer needs, and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Customer Service Manager
Customer Service Manager
Customer Service Managers are responsible for overseeing customer service operations and ensuring that customers receive a positive experience. This course provides a foundation in the principles of customer success, including the importance of building relationships, understanding customer needs, and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical assistance to customers who are experiencing problems with a company's products or services. This course provides a foundation in the principles of customer success, including the importance of understanding customer needs and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Data Analyst
Data Analyst
Data Analysts collect and analyze data to help companies understand their customers and make better decisions. This course provides a foundation in the principles of customer success, including the importance of understanding customer needs and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Market Researcher
Market Researcher
Market Researchers conduct research to understand customer needs and preferences. This course provides a foundation in the principles of customer success, including the importance of understanding customer needs and measuring success. By taking this course, you'll gain the knowledge and skills you need to be successful in this role.
Salesforce Administrator
Salesforce Administrator
Salesforce Administrators manage and maintain Salesforce software, which is used by companies to manage their sales and customer relationships. This course may be helpful for Salesforce Administrators who want to learn more about the principles of customer success. By taking this course, you'll gain a better understanding of how to use Salesforce to track and manage customer interactions.
Project Manager
Project Manager
Project Managers plan and execute projects to achieve specific goals. This course may be helpful for Project Managers who want to learn more about the principles of customer success. By taking this course, you'll gain a better understanding of how to manage projects that meet the needs of customers.
Software Engineer
Software Engineer
Software Engineers develop and maintain software applications. This course may be helpful for Software Engineers who want to learn more about the principles of customer success. By taking this course, you'll gain a better understanding of how to develop software that meets the needs of customers.
Marketing Analyst
Marketing Analyst
Marketing Analysts analyze marketing data to help companies understand the effectiveness of their marketing campaigns. This course may be helpful for Marketing Analysts who want to learn more about the principles of customer success. By taking this course, you'll gain a better understanding of how to measure the success of marketing campaigns.
Human Resources Manager
Human Resources Manager
Human Resources Managers oversee human resources operations for their companies. This course may be helpful for Human Resources Managers who want to learn more about the principles of customer success. By taking this course, you'll gain a better understanding of how to manage human resources in a way that supports customer success.
For more career information including salaries, visit:
OpenCourser.com/course/e98wrv/principais
Reading list
We've selected eight books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Principais Elementos do Sucesso do Cliente.
Save
Provides a practical guide to implementing a customer success program, including how to measure customer success, build a customer success team, and create a customer-centric culture.
Provides a high-level overview of the customer success economy and how companies can use it to grow their businesses.
Classic in the field of business strategy. It discusses the concept of creating new markets, rather than competing in existing ones. It valuable read for anyone interested in developing a customer success strategy.
Comprehensive guide to project management. It covers all aspects of project management, from planning and execution to monitoring and control. It valuable resource for anyone involved in customer success, as it provides a framework for managing projects and achieving success.
Provides a basic overview of customer success, including what it is, why it is important, and how to implement a customer success program.
Classic in the field of self-improvement. It discusses the seven habits of highly effective people. It valuable read for anyone interested in developing their personal and professional skills.
Save
Practical guide to building a successful startup. It discusses the lean startup methodology, which process for developing and validating products and services quickly and efficiently. It valuable read for anyone interested in starting a business or launching a new product.
Classic in the field of marketing. It discusses how to use unconventional marketing tactics to get your product or service noticed. It valuable read for anyone who is on a shoestring budget.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/e98wrv/principais
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Effort
4 semanas, de 4 a 5 horas por semana.
Level
Introductory
Via
Coursera
Institution
Fundação Instituto de Administração
Instructor
Carlos Alves
Language
Português
This course belongs to a
collection
called
Fundamentos da Gestão do Sucesso do Cliente. It's comprised of four courses:
- As Competências do Especialista no Sucesso do Cliente
- O Mundo dos Negócios das Subscrições
- Principais Elementos do Sucesso do Cliente (viewing)
- A Organização Centrada na Jornada do Cliente
Good to know
Adequado para profissionais que desejam aprofundar o conhecimento em Sucesso do Cliente
Professores reconhecidos por sua atuação em Sucesso do Cliente
Aborda os conceitos básicos de Sucesso do Cliente, orientando estratégias para negócios
Ênfase na implementação e manutenção das leis do Sucesso do Cliente
Desenvolvido para profissionais que desejam se destacar em atividades de Sucesso do Cliente
Aborda a construção de mentalidade centrada no cliente
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