Discover what makes your customers tick.
Revolutionize your approach to customer success. Learn to leverage key metrics, drive engagement, and create strategies that deliver tangible results.
Course overview.
Get ready to delve into the world of data and metrics…
Ever felt like you're drowning in a sea of customer data? Our Customer Success Metrics Certified certification is your lifeline! It's designed to empower you to transform that tsunami of numbers into powerful, actionable insights.
Gear up to decode the mysteries of customer behavior, harness the raw power of vital data, and put into play effective metrics that change the game of your daily work.
And the cherry on top? You'll become a master in demonstrating the unmatched value of customer success to your team.
You'll become a data detective, uncovering clues to understand what makes your customers tick, what keeps them engaged, and what transforms them into loyal advocates.
By the end of this course, you'll be able to:
Analyze data
Understand and interpret customer data to gain valuable insights into customer behavior.
Retain customers
Use metrics-driven strategies to reduce churn and increase customer retention.
Drive engagement
Leverage customer success metrics to foster deeper customer engagement and loyalty.
What's included?
Content
Comprehensive modules filled with digestible insights and valuable strategies on customer success metrics. A rich resource you can revisit for a refresher or deep dive into specific topics.
Templates
Six tried, tested, and vetted templates, primed and ready for instant application to help you hit the ground running with your metrics.
Footage
Over 3 hours of compelling and enriching footage designed to immerse you in the world of customer success metrics and strategies.
Insights
Expert insights from the brightest minds in customer success, giving you the edge in your approach to customer engagement and retention.
Coursework
Practical tasks designed to reinforce learning and build competence in understanding and implementing customer success metrics.
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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FAQs
What is the Customer Success Metrics Certified Masters course?
The Customer Success Metrics Certified Masters course is a comprehensive online course designed to equip you with a deep understanding of customer success metrics. This self-paced course is packed with insights from top minds in the field, practical tasks, exam questions, and tested templates.
It provides the tools you need to analyze customer behavior, implement effective metrics in your work, and demonstrate the value of customer success to your organization. On completion, you'll receive an official certification, enhancing your credentials in the customer success arena.
Who’s this customer success metrics course for?
This course is designed for Customer Success leaders and professionals looking to excel in the field of customer success metrics.
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 Success Metrics 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.
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 success metrics anytime, anywhere, at your own pace.
How much does the Customer Success Metrics Certified course cost?
$500. With this investment, you’ll have access to 3+ hours of OnDemand course content, templates to put your theory into action, and coursework 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.