Robbie Kellman Baxter – Sales: Customer Success

By: Robbie Kellman Baxter

Duration: 58m 33s

Released: October 4, 2017

Description:

Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support. Teams are being created to manage the customer life cycle and drive adoption, renewals, upselling, and advocacy. Customer success is one of the hottest B2B trends since the advent of the subscription business model. This course goes over the key components of customer success, or CS, including how CS fits into SaaS, membership, and service-oriented models—businesses that depend on long-term relationships to maximize customer lifetime value. Learn how it’s different from customer support, what makes a successful CS sales professional and CS leader, and how to align CS with the larger organization.

Topics include:

• What is customer success?
• Scaling customer success
• Being a customer success professional or manager
• Building a customer success plan
• Aligning customer success with other departments

Contents:

• Introduction
• 1. Understanding Customer Success
• 2. The Customer Success Professional
• 3. How to Get Ahead in Customer Support
• 4. Optimally Aligning Customer Success with the Rest of your Company
• Conclusion

About the Instructor:

Robbie Kellman Baxter is the founder of Peninsula Strategies LLC, a management consulting firm.

Robbie is also the author of The Membership Economy: Find Your Superusers, Master the Forever Transaction and Build Recurring Revenue, a book that has been named a top-five Marketing Book of the Year on Inc.com. She coined the popular business term “Membership Economy,” which is now used by organizations and journalists around the country and beyond.

Her clients have included large organizations like Netflix and the National Restaurant Association, as well as dozens of fast-growing, venture-backed companies. Over the course of her career, Robbie has consulted clients or worked in more than twenty industries. Before starting Peninsula Strategies LLC in 2001, Robbie served as a New York City Urban Fellow, a consultant at Booz Allen Hamilton, and a Silicon Valley product marketer. She has an AB from Harvard College and an MBA from the Stanford Graduate School of Business.

Robbie has been quoted or interviewed by major media outlets, including CNN, Consumer Reports, and NPR.