Customer Success: Build Cross-Functional Relationships
4.3 (170 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
684 students enrolled

Customer Success: Build Cross-Functional Relationships

Lead through influence and collaboration with marketing, sales, support, services, product, finance, and leadership.
4.3 (170 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
684 students enrolled
Created by Kristen Hayer
Last updated 1/2020
English
English [Auto], French [Auto], 5 more
  • German [Auto]
  • Indonesian [Auto]
  • Italian [Auto]
  • Portuguese [Auto]
  • Spanish [Auto]
This course includes
  • 1.5 hours on-demand video
  • 5 downloadable resources
  • Access on mobile
  • Certificate of Completion
What you'll learn
  • Recognize why customer success is best suited to drive cross-functional efforts
  • Practice strategies to work collaboratively with marketing, sales, support, services, product, finance, and leadership
  • Build alignment across these teams to provide an exceptional customer experience
  • Combat cross-functional challenges that commonly hinder collaboration
Requirements
  • There are no requirements or prerequisites for this course.
  • You will get the most from this course if you are currently working in a customer-facing, corporate role.
Description

Have you ever been frustrated because it seems like other teams inside your company don't care about customers in the same way that you do? Do you want to encourage other teams to adopt a customer focus? Do you wish that you had the ability to effectively lead a cross-functional team in order to drive a better customer experience? If you said yes to any of these questions, this is the course you're looking for!

Customer Success: Building Cross-Functional Relationships will help you understand the goals and pressures that drive other teams inside of your company, as well as the intersections between each team and Customer Success. We'll focus specifically on marketing, sales, support, services, product, finance, and leadership. This course will help you create a stronger customer experience by providing practical tips on how to engage other teams in your organization in a way that is meaningful to them. At the end of the course we'll zero in on three common blockers to building cross-functional relationships, and teach you how to combat them.

My name is Kristen Hayer, and I'm the CEO of The Success League, a customer success consulting firm. As a former sales and customer success executive, I've seen first hand how poor cross-functional relationships can negatively impact the customer experience. Over time, I learned what drives other teams inside an organization, and how to build strong relationships between groups. I'm excited to share my experience with you in this course!

I've included exercises to help you build your skills and worksheets you can start using right away. At the end of the course we provide a resources list full of books, articles and suggestions for continuing your learning on this important topic.

Building skills in cross-functional leadership will enable you to stand out as a CSM, move into management roles, and shine as a leader. This course is designed to help you build the knowledge and skills you need to grow your career in customer success. If you're ready to create more productive partnerships with teams in your company, join me in this course!

Who this course is for:
  • Customer success leaders and professionals hoping to build more productive relationships across the organization
  • Professionals currently working in customer-facing roles inside a company
  • Anyone who wants to build better cross-functional partnerships
Course content
Expand all 41 lectures 01:26:07
+ Introduction
4 lectures 08:52
Cross-Functional Alignment
02:06
Exercise: Reflect on Your Relationships
00:50
+ Customer Success at the Center
2 lectures 04:38
Where Customer Success Sits
03:26
Exercise: How is your company structured?
01:12
+ Customer Success & Marketing
4 lectures 07:14
Marketing Goals
02:05
Marketing: Areas of Intersection
01:39
Marketing: Alignment Tactics
02:01
Exercise: Customer Story Pitch
01:29
+ Customer Success & Sales
4 lectures 07:39
Sales Goals
01:44
Sales: Alignment Tactics
02:45
Exercise: CS Program Presentation
01:20
+ Customer Success & Support
4 lectures 07:47
Support Goals
01:23
Support: Areas of Intersection
01:59
Support: Alignment Tactics
03:01
Exercise: Feature Business Case
01:24
+ Customer Success & Professional Services
4 lectures 07:06
Professional Services Goals
02:11
Professional Services: Areas of Intersection
01:53
Professional Services: Alignment Tactics
02:04
Exercise: Coffee Meeting
00:58
+ Customer Success & Product
4 lectures 07:39
Product Goals
01:43
Product: Areas of Intersection
01:58
Product: Alignment Tactics
02:16
Exercise: Unique Use Case
01:42
+ Customer Success & Finance
4 lectures 08:42
Finance Goals
01:44
Finance: Areas of Intersection
02:38
Finance: Alignment Tactics
02:50
Exercise: Churn Risk Snapshot
01:30
+ Customer Success & Leadership
4 lectures 08:29
Leadership Goals
01:39
Leadership: Areas of Intersection
02:40
Leadership: Alignment Tactics
02:41
Exercise: Customer Success Elevator Pitch
01:29
+ Tackling Common Challenges
4 lectures 13:14
Lack of Customer Focus
03:53
Lack of Accountability
03:43
Exercise: Reflecting on Resistance
00:46