Customer Success & Experience Topics
Customer success strategy, customer satisfaction, customer-centric problem solving, and customer experience optimization. Covers customer retention, success metrics, and cross-functional collaboration to drive customer outcomes.
Training and Technical Support
Design and operate comprehensive onboarding and ongoing training for marketing teams, including role based curricula, hands on workshops, documentation and runbooks, knowledge base design, and adoption programs. Define a tiered technical support model with escalation paths, service level agreements and feedback loops, measure training effectiveness with time to competency and adoption metrics, and iterate on materials and tooling to increase team autonomy and reduce support load.
Crm and Customer Analytics
Using customer relationship management systems and customer signals to drive account planning, customer health monitoring, and product decisions. Topics include extracting and analyzing CRM data, defining account health and churn indicators, prioritizing outreach based on data, and combining product usage metrics with CRM records to identify at risk accounts and expansion opportunities. Also covers customer centricity and using data to advocate for customer needs.
Customer Relationship Management Fundamentals
Covers the purpose and core concepts of customer relationship management systems, including key entities such as accounts, contacts, leads, opportunities, activities, and cases, and the typical sales workflow from lead creation through qualification and deal stages to close. Includes pipeline concepts, forecasting and sales velocity, common data model considerations, basic reporting and analytics needs, and integration and data hygiene concerns when connecting a CRM to other systems. Assesses understanding of CRM workflows and how CRM data is structured and used by business teams.