As Competências do Especialista no Sucesso do Cliente from Coursera

Nossas boas-vindas ao Curso As Competências do Especialista no Sucesso do Cliente.

Neste curso, você aprenderá que o papel de Especialista no Sucesso do Cliente (Customer Success – CS) é multidisciplinar. É preciso entender a fundo o relacionamento com clientes, entender e gerenciar objetivos de negócio, estabelecer o relacionamento entre soluções de tecnologia e negócios, executar análises de mercado e de dados para gerar oportunidades de negócio, além de participar da criação e manutenção de soluções de tecnologia que viabilizem os modelos de negócio com receita recorrente.

Ao final deste curso, você será capaz de:

- Identificar as principais competências do especialista no sucesso do cliente.

- Estabelecer critérios de busca de talentos para a função ou criar um plano para seu próprio desenvolvimento.

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!

What's inside

Syllabus

Conceitos de Sucesso do Cliente

Como uma profissão relativamente nova no mercado, é comum haver confusões sobre definições, papéis e responsabilidades. Neste módulo são apresentados conceitos para uniformizar o entendimento sobre o que é o sucesso do cliente e como viabilizar atividades que possam promovê-lo na organização.

Formação do Profissional de CS

Competências em relacionamento com clientes e com outras áreas da organização são fundamentais. Conhecimento sobre processos, visão do todo e entendimento dos objetivos de negócio do cliente e da própria empresa são importantes. Porém o principal conceito é “ouvir primeiro”: ao verdadeiramente entender um problema é possível construir uma solução em conjunto. Este módulo apresenta conceitos, como missão, perfil e métricas que ajudam no desenvolvimento profissional (ou no recrutamento) como especialista no sucesso do cliente.

Criação e Manutenção da Área de CS

Os conceitos e as competências apresentadas anteriormente podem ser facilitados por uma área na organização. Porém está longe de ser uma função isolada, em que basta nomear um especialista e colocar toda a responsabilidade sobre este papel: o sucesso do cliente depende da organização como um todo. Cada empresa determina a sua própria maneira de se organizar, e este módulo apresenta referências e práticas de mercado nas estruturas de sucesso do cliente.

Estabelecendo Confiança: O que Fazer e o Que Não Fazer

Para ser bem sucedido na co-criação de valor junto ao cliente, é preciso estabelecer o papel de consultor de confiança do cliente: para tanto são apresentadas competências críticas do especialista no sucesso do cliente, bem como exemplos do que não deve ser responsabilidade deste profissional, para que a organização possa ter foco em manter o cliente no centro de suas atenções.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Ensina os papéis e responsabilidades multidisciplinares do Especialista em Sucesso do Cliente

Desenvolve competências e habilidades comportamentais e técnicas

Fornece exemplos de como executar análises de mercado e dados

Oferece insights sobre como criar e manter soluções de tecnologia para modelos de negócios de receita recorrente

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 As Competências do Especialista no Sucesso do Cliente with these activities:

Revise Concepts of Customer Relationship Management (CRM)

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Review key concepts and practices in CRM to strengthen your foundation for the course.

Browse courses on Customer Relationship Management (CRM)

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Review notes or textbooks on CRM fundamentals
Participate in online forums or discussions on CRM

Explore Case Studies of Successful Customer Success Strategies

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Analyze real-world examples to gain insights into effective customer success approaches.

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Find case studies from reputable sources
Read and analyze the case studies, focusing on strategies and results
Identify key takeaways and lessons learned

Conduct Role-Playing Exercises to Practice Communication Skills

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Engage in role-playing scenarios to develop your ability to effectively communicate with customers.

Browse courses on Communication Skills

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Prepare different customer scenarios
Take turns playing the role of the customer and the customer success specialist
Focus on active listening, empathy, and solution-oriented responses

Three other activities

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Develop a Customer Success Plan for a Hypothetical Business

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Create a comprehensive plan to demonstrate your understanding of customer success principles and their practical application.

Browse courses on Business Development

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Define the target customer persona and business objectives
Identify key metrics and establish a monitoring system
Develop strategies for onboarding, engagement, and value realization
Create a detailed timeline and budget for implementation

Write a Blog Post on a Current Trend in Customer Success

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Demonstrate your understanding and research skills by creating a written piece on an emerging topic in the field.

Browse courses on Customer Experience

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Research and identify a relevant trend
Develop an outline and gather supporting evidence
Write a clear and engaging blog post, targeting the customer success audience

Leia: The Culture Map: Breaking Through the Invisible Boundaries of Global Business

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Introduz conceitos-chave de diversidade cultural e como isso afeta o sucesso do cliente.

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Leia o livro e anote os conceitos-chave.
Discuta os conceitos com um colega ou mentor.

Career center

Learners who complete As Competências do Especialista no Sucesso do Cliente will develop knowledge and skills that may be useful to these careers:

Customer Success Manager

This course, "As Competências do Especialista no Sucesso do Cliente," is designed to equip you with the skills necessary to succeed as a Customer Success Manager, including relationship-building, business acumen, and analytical thinking. The course's modules cover the fundamentals of customer success, the role of the Customer Success Manager, and the creation and maintenance of a customer success team. With its focus on developing the core competencies of a successful Customer Success Manager, this course can help you build a strong foundation for a fulfilling career in this growing field.

See salaries and explore the career path for Customer Success Manager

Business Analyst

As a Business Analyst, you will be responsible for understanding and improving business processes. This course can provide you with a solid foundation in customer success principles, which are essential for understanding the needs of businesses and developing solutions that meet those needs. The course's emphasis on data analysis and problem-solving will also be invaluable in your role as a Business Analyst. By taking this course, you can enhance your skills and increase your marketability as a Business Analyst.

See salaries and explore the career path for Business Analyst

Product Manager

As a Product Manager, you will be responsible for the development and launch of new products or features. This course can provide you with insights into the customer success lifecycle and the importance of building products that meet customer needs. The course's modules on customer relationship management and market analysis will be particularly valuable in your role as a Product Manager. By taking this course, you can gain the knowledge and skills necessary to succeed in this challenging and rewarding field.

See salaries and explore the career path for Product Manager

Salesforce Administrator

As a Salesforce Administrator, you will be responsible for implementing and managing Salesforce software for your organization. This course can provide you with a deeper understanding of customer relationship management (CRM) and how Salesforce can be used to improve customer success. The course's modules on data management and reporting will be particularly valuable in your role as a Salesforce Administrator. By taking this course, you can gain the skills and knowledge necessary to excel in this in-demand field.

See salaries and explore the career path for Salesforce Administrator

Account Manager

As an Account Manager, you will be responsible for managing relationships with existing customers and ensuring their satisfaction. This course can provide you with a comprehensive understanding of customer success principles and best practices. The course's modules on communication, negotiation, and conflict resolution will be particularly valuable in your role as an Account Manager. By taking this course, you can gain the skills and knowledge necessary to build strong customer relationships and drive business growth.

See salaries and explore the career path for Account Manager

Marketing Manager

As a Marketing Manager, you will be responsible for developing and executing marketing campaigns that attract and engage customers. This course can provide you with insights into the customer journey and the importance of creating marketing campaigns that resonate with customer needs. The course's modules on market research and digital marketing will be particularly valuable in your role as a Marketing Manager. By taking this course, you can gain the knowledge and skills necessary to succeed in this dynamic and competitive field.

See salaries and explore the career path for Marketing Manager

Customer Support Specialist

As a Customer Support Specialist, you will be responsible for providing technical support and assistance to customers. This course can provide you with a strong foundation in customer service principles and best practices. The course's modules on communication, problem-solving, and conflict resolution will be particularly valuable in your role as a Customer Support Specialist. By taking this course, you can gain the skills and knowledge necessary to provide excellent customer support and build strong customer relationships.

See salaries and explore the career path for Customer Support Specialist

Sales Engineer

As a Sales Engineer, you will be responsible for providing technical expertise to customers and helping them to understand and solve their business problems. This course can provide you with a deeper understanding of customer success principles and the importance of building strong customer relationships. The course's modules on product knowledge, sales techniques, and negotiation will be particularly valuable in your role as a Sales Engineer. By taking this course, you can gain the skills and knowledge necessary to succeed in this challenging and rewarding field.

See salaries and explore the career path for Sales Engineer

Technical Writer

As a Technical Writer, you will be responsible for creating user manuals, documentation, and other written materials that help customers to use products and services effectively. This course can provide you with a strong foundation in customer success principles and the importance of creating content that is clear, concise, and easy to understand. The course's modules on writing, editing, and project management will be particularly valuable in your role as a Technical Writer. By taking this course, you can gain the skills and knowledge necessary to succeed in this in-demand field.

See salaries and explore the career path for Technical Writer

Project Manager

As a Project Manager, you will be responsible for planning, executing, and closing projects. This course can provide you with a comprehensive understanding of customer success principles and best practices. The course's modules on project management, stakeholder management, and risk management will be particularly valuable in your role as a Project Manager. By taking this course, you can gain the skills and knowledge necessary to lead successful projects and deliver value to customers.

See salaries and explore the career path for Project Manager

Business Development Manager

As a Business Development Manager, you will be responsible for identifying and developing new business opportunities. This course can provide you with insights into the customer lifecycle and the importance of building strong customer relationships. The course's modules on market research, sales techniques, and negotiation will be particularly valuable in your role as a Business Development Manager. By taking this course, you can gain the skills and knowledge necessary to succeed in this challenging and rewarding field.

See salaries and explore the career path for Business Development Manager

Data Analyst

As a Data Analyst, you will be responsible for collecting, analyzing, and interpreting data to help businesses make informed decisions. This course can provide you with a strong foundation in data analysis techniques and the importance of understanding customer behavior. The course's modules on data mining, statistical analysis, and data visualization will be particularly valuable in your role as a Data Analyst. By taking this course, you can gain the skills and knowledge necessary to succeed in this growing field.

See salaries and explore the career path for Data Analyst

Consultant

As a Consultant, you will be responsible for providing advice and guidance to clients on a variety of business issues. This course can provide you with a comprehensive understanding of customer success principles and best practices. The course's modules on business analysis, problem-solving, and communication will be particularly valuable in your role as a Consultant. By taking this course, you can gain the skills and knowledge necessary to succeed in this challenging and rewarding field.

See salaries and explore the career path for Consultant

Entrepreneur

As an Entrepreneur, you will be responsible for starting and running your own business. This course can provide you with insights into the customer lifecycle and the importance of building strong customer relationships. The course's modules on market research, business planning, and marketing will be particularly valuable in your role as an Entrepreneur. By taking this course, you can gain the skills and knowledge necessary to succeed in this challenging and rewarding field.

See salaries and explore the career path for Entrepreneur

Freelance Writer

As a Freelance Writer, you will be responsible for writing content for a variety of clients, including businesses, organizations, and individuals. This course can provide you with a strong foundation in writing principles and the importance of creating content that is clear, concise, and easy to understand. The course's modules on writing, editing, and project management will be particularly valuable in your role as a Freelance Writer. By taking this course, you can gain the skills and knowledge necessary to succeed in this flexible and rewarding field.

See salaries and explore the career path for Freelance Writer

As Competências do Especialista no Sucesso do Cliente

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