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Customer Success Community Fundamentals
Introduction
Objectives of this course (3:17)
Defining "Customer Success Community" (1:54)
Understanding Customer Success
Who they are & what they do (4:33)
Core challenges to be solved (4:52)
How they measure success (4:31)
How can community help? (3:05)
Common Elements of Success Communities
Onboarding and enablement resources (2:48)
Peer-to-peer Q&A (1:29)
Self-service knowledge content (1:13)
User Groups & Events (1:57)
Product feedback & ideation (1:21)
Use case / success stories (2:30)
Integration with LMS (1:44)
Community Execution
Successful collaboration with Success (3:55)
Resources required for success (3:19)
Proactive content creation (6:23)
Digital onboarding & enablement (4:32)
Early detection of customer issues, opportunities, and needs (2:29)
Advisory boards and feedback mechanisms (3:28)
Groups programs (2:47)
Advanced strategies (4:53)
Driving Success Through Community
Build trust (4:50)
Deepen relationships (3:03)
Drive revenue (2:56)
Showing > telling (2:35)
Objection handling (6:25)
Success & ROI
Goals & KPIs (13:09)
Calculating ROI (12:04)
Storytelling (10:51)
Assessment
Certification Quiz
How they measure success
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