Redefine growth with real customer insights.
Get Customer Research Certified. Transform insights into action, amplify your strategy, and ensure your brand speaks the language of its customers.
Course overview.
Ever wonder what your customers are really thinking? Or if there’s a way you can truly connect with them? Well, our Customer Research Certified course is here to help!
Embark on a journey through a meticulously crafted step-by-step framework. Begin by mastering the art of collecting genuine feedback to truly understand your customers.
But you’re not just gathering info. You'll learn to extract the most valuable insights. By understanding and analyzing this feedback, you’ll be able to drive game-changing improvements to your product and overall business strategy.
And the cherry on top? We’ll guide you in measuring the ROI of your research program, ensuring all your efforts are informed and impactful.
Get to the heart of your customer's desires and make business decisions that truly resonate.
By the end of this course you’ll be able to..
Conduct research
Master tools and techniques to gather and analyze insightful customer feedback effectively.
Drive growth
Harness the power of customer insights to spearhead impactful product changes and innovations.
Measure ROI
Confidently gauge the return on your research efforts, showcasing the value of your work and making continuous improvements.
What's included?
Content
Over 3+ hours of engaging curriculum that delves deep into the art and science of customer research, ensuring you're well-equipped in the field.
Templates
Tried, tested, and vetted templates and frameworks ready to use right away to streamline your processes. Crafted by experts to save you time and increase efficiency.
Exam questions
Vetted examination questions designed to test your grasp on customer research methodologies, ensuring your proficiency every step of the way.
Insights
Benefit from expert advice and knowledge from customer research connoisseur, Lauren Culbertson, offering unique perspectives to elevate your learning.
Footage
Bonus video content and fireside chats to supplement your learning, providing real-world examples and insightful discussions into key topics.
Access
Lifetime 24/7 access to all course content, allowing you to revisit and refresh your knowledge whenever you need it.
Course curriculum.
An introduction to CSM [65 mins]
How to get the most out of this course
Your course pack
What to expect in this course
What is customer success?
Why are metrics so important?
Data quality
The 6 dimensions of data quality
Data and your customers
Customer centric
Common pitfalls
Coursework
Resource library
Key takeaways
Getting ready for customer success [49 mins]
Decide on your KPIs
Set your benchmarks
Monitor and adjust
The north star metric
Cohort analysis
Storytelling
Business markets
Case studies
Tools
Stakeholders
Exam
Coursework
Key takeaways
[Bonus footage] Panel discussion: Data-driven decision making
Onboarding customers [25 mins]
What is customer onboarding?
Why we use onboarding metrics
Onboarding metrics
The importance on onboarding metrics
Exam
Coursework
Key takeaways
[Fireside chat] Metrics to onboarding to customer retention | Matt Penfold
[Bonus footage] Enhance retention and growth through data-driven onboarding
Customer success [32 mins]
Three pillars of customer success
Customer health scores
Net promotor score
Customer satisfaction scores
Customer churn
What's on your dashboard?
Exam
Coursework
Key takeaways
[Fireside chat] Q&A with Emily Keller, LinkedIn
[Bonus footage] Demonstrating the value of CS and how it relates to top-line revenue
Learning feedback
Customer retention [46 mins]
What is customer retention?
Customer retention metrics
Improving customer retention metrics
Context is key
Customer retention cost
Net revenue/gross revenue retention costs
Closing the loop
What does success look for you?
Exam
Coursework
Key takeaways
[Fireside chat] Benchmarks to KPIs to metrics | Bethany Ward
Wrap up [10 mins]
Wrap up
Resource library
Further reading
Incident report
Your feedback
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Continue your professional development
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Showcase your cert
FAQs
What is the Customer Research Certified Masters course?
The Customer Research Certified Masters course is designed to empower you with the knowledge and skills needed to effectively understand your customers. You’ll delve into a tailored curriculum that teaches you how to gather, synthesize, and analyze customer insights. Through its seven modules, you’ll master tools and techniques for collecting feedback, structuring impactful interviews, and driving product changes based on real-world customer preferences.
Beyond learning, you’ll earn an official certification so you’re recognized for your proficiency in customer research. Whether you're seeking to improve business focus, amplify product values, or become a strategic growth engine, this course is a roadmap to truly connecting with and understanding customer desires.
Who’s this customer research course for?
The course is for any CSM or CS leader with the ambition to roll out customer research strategies. Whether you’re a customer research novice, or a CS leader keen to boost your know-how, this certification includes everything you need, and more, to help you and your team gain an in-depth understanding of your customers.
How does the course work?
The course is completely on-demand, so you can take it at your own pace. You’ll work through the modules chronologically, participate in activities, and complete mandatory exam questions at the end of each module to consolidate your knowledge. If you pass all the exams, you’ll officially be Customer Research Certified!
How long will the course take to complete?
You can take however long you need to work through the materials, it’s completely flexible. The course consists of 3+ hours of on-demand content, including activities and exam questions - as well as bonus footage and fireside chats to supplement your learning!
What happens if I don’t pass the exams?
You'll have two attempts at each exam. If you fail the first attempt, we really recommend revisiting the materials to help you pass the second time around. If we can support you further, please reach out to us for more help.
Note: Contact support at support@pmmalliance.com for further help or to request that your exam be resent.
How long will I have access to the course content?
You’ll get lifetime access! Explore customer research strategies anytime, anywhere, at your own pace.
How much does the Customer Research Masters Certified course cost?
$500. With this investment, you’ll have access to 3+ hours of OnDemand course content, templates and frameworks to put your theory into action, and exam questions to consolidate your learning.
Looking to learn as a team?
If you're looking to have a team of three or more certified, please contact Kyle regarding team rates.
P.S. If you need help convincing your boss, we’ve done the hard work for you.