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Carlos Alves

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

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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!

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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.
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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

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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 As Competências do Especialista no Sucesso do Cliente with these activities:
Revise Concepts of Customer Relationship Management (CRM)
Review key concepts and practices in CRM to strengthen your foundation for the course.
Show steps
  • Review notes or textbooks on CRM fundamentals
  • Participate in online forums or discussions on CRM
Explore Case Studies of Successful Customer Success Strategies
Analyze real-world examples to gain insights into effective customer success approaches.
Show steps
  • 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
Engage in role-playing scenarios to develop your ability to effectively communicate with customers.
Browse courses on Communication Skills
Show steps
  • 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
Expand to see all activities and additional details
Show all six activities
Develop a Customer Success Plan for a Hypothetical Business
Create a comprehensive plan to demonstrate your understanding of customer success principles and their practical application.
Browse courses on Business Development
Show steps
  • 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
Demonstrate your understanding and research skills by creating a written piece on an emerging topic in the field.
Browse courses on Customer Experience
Show steps
  • 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
Introduz conceitos-chave de diversidade cultural e como isso afeta o sucesso do cliente.
Show steps
  • 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.

Reading list

We've selected seven 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 As Competências do Especialista no Sucesso do Cliente.
Comprehensive guide to customer success. It covers everything from the basics of customer success to more advanced topics such as customer churn and retention. It valuable resource for anyone who wants to learn more about customer success.
Comprehensive guide to customer success management, providing a detailed overview of the customer success process.
Comprehensive guide to customer success, covering everything from the basics to the most advanced strategies.
Practical guide to building a customer success program, providing a step-by-step process for developing and implementing a customer success strategy.
Provides a visionary look at the future of customer success and how it will shape the way businesses operate.

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