Online course – Certified Professional Internship in Fundamentals of Customer Success Management from Fundação Instituto de Administração

Learn how to focus on your customer experience. Get to know the key issues in customer success management and discover how technology can drive new business models and improve the experience for your customers.

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קורס אונליין - התמחות מקצועית מוסמכת ב-Fundamentos da Gestão do Sucesso do Cliente של Fundação Instituto de Administração

Professional Certificate

Beginners

No prior knowledge required

Time to complete the course

7-day free trial

No unnecessary risks

Skills you will acquire in the course

  • Identifying business models
  • Discussing goals with clients
  • Setting plans to achieve goals and tracking progress
  • Determining the skills required for a customer success management professional

What you will learn in the course

Courses for which the course is suitable

  • Customer Success Specialist
  • Customer Success Manager
  • Business consultant
  • Project Manager
  • Customer Experience Manager
  • Customer Data Analyst
  • Customer Relations Manager
  • Digital Marketing Manager
  • Product Manager
  • Customer Service Manager

Internship – a series of 4 courses

This special course program aims to provide a deep understanding of the fundamentals of customer success management. Organizations are increasingly investing in technology, but often this does not translate into achieving business goals. This is the core responsibility of the customer success specialist: ensuring the effective use of technology, improving the user experience, and helping to achieve goals.

At the end of the course you will be able to:

  • Identify business models
  • Discuss goals with clients
  • Set plans to implement them and monitor progress
  • Determine the required skills for a customer success management professional

Hands-on Learning Project

This special course program does not require the development of a practical project. Assessment tasks occur throughout each course. Each course includes four assessments at the end of each module, for a total of 16 assessments throughout this course series.

Details of the courses that make up the specialization

The business world of subscriptions

Course 1 – 32 hours

Welcome to the course “The Business World of Subscriptions.” In this course, you will discover that we are living in a crucial period in the history of business, where the world is facing a transition from products to services. In the traditional business model, the company sells its products to the customer, and in the new model, the solution is delivered to customers through a subscription.

At the end of the course, you will be able to identify business models available in the market to maximize value for your company.

The course includes four modules, presented during the learning weeks, with videos, readings, and knowledge learning tests.

Skills you will develop

  • Developing customer service skills
  • Identify customer service opportunities that are right for the business
  • Establishing new business models

Customer-centric organization

Course 2 – 27 hours

Welcome to the “Customer-Centered Organization” course. In this course, you will learn that implementing business goals is only possible when there is co-creation of value between employees and suppliers. Customers must be at the center of your definitions and activities.

At the end of the course, you will be able to:

  • Identify and discuss the client’s business goals
  • Design and track their journey and experience with the service provider

Skills you will develop

  • Agile thinking in customer service
  • To bridge the gap between products/services and customer expectations
  • Developing interpersonal skills

The skills of the expert in success with clients

Course 3 – 32 hours

Welcome to the “Customer Success Specialist Skills” course. In this course, you will learn that the Customer Success Specialist is committed to several areas, including managing business goals and market analysis.

At the end of the course you will know:

  • Identify the key skills of a customer success specialist
  • Set criteria for searching for talent in this field

Skills you will develop

  • Identifying the necessary skills for a specialist to be successful with clients
  • Understanding how talent search is conducted in the field of customer success
  • Developing skills development programs for customer success specialists

The key ingredients for success with customers

Course 4 – 40 hours

Welcome to the course “The Key Elements of Customer Success.” In this course, you will learn that the Ten Rules of Customer Success guide you to the fundamental concepts of your business strategy.

At the end of the course you will be able to:

  • Highlight the guiding principles of successful customer engagement in the organization
  • Understand how to build a customer-centric mindset

Skills you will develop

  • Understanding the Ten Rules for Success with Customers
  • Classifying customers according to their characteristics
  • Developing and using metrics for success with customers

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