Customer Success Skills

Customer experience is the competitive battleground of the digital economy

 

We are in an era of constant change, transformation and digital innovation. Barriers for new market entrants across all industries are breaking down and competition is escalating rapidly. With access to multiple digital channels on which to connect with peers, share thoughts and opinions, conduct research and make key buying decisions, the consumer is more empowered than ever before. 

In this competitive environment, the definition of customer experience has changed, with benchmark expectations of ‘good’ customer service rising dramatically. As a result, Customer Experience (CX) has become the new battleground of competitive advantage and the brands, businesses and individuals able to create exceptional customer experiences are significantly differentiating themselves in the market. 

Individuals with a deep understanding of customer experience (CX) and the ability to design and deliver delightful customer experiences across every customer touchpoint now offer tremendous value to organizations. Qualtrics, a CX data analytics organization, found that “87% of consumers who gave a company a ‘very good’ CX rating report being ‘very likely’ to repurchase from that company, while only 18% of those who gave a company a ‘very poor’ CX rating say the same”. Further, 88% of consumers who rate a company’s CX as ‘very good’ are likely to recommend the company, compared with only 15% of those who rate a company’s CX as ‘very poor.’. 

In consumer facing organizations, this makes CX design a critical skill across product, marketing and business development roles. This includes the ability to empathize with customers to build customer journeys, develop customer experience strategies for products and organizations, and leverage key tools and technologies to create real customer value. 

In the digital economy, the increasing prevalence of SaaS (Software-as-a-service) business models has also driven the extraordinary growth of a new job role: Customer Success Manager. The SaaS licensing business model  means customer lifetime value (CLV) is key to business success. In this context, the customer success manager role has become critical, ensuring customers achieve maximal outcomes from technology investments to increase customer retention and ultimately CLV.

 

As a result, Customer Success Manager was the number 3 most in demand jobs on LinkedIn in 2019. The key skills for Customer Success Managers are CX design and CRM technologies. 

The need to cater for the ever-increasing expectations of the ‘always-on, connected customer’ has driven dramatic growth in CRM technologies and corresponding job opportunities. As the global leader in CRM technologies, Salesforce is one of the five fastest-growing cloud companies in the world. Salesforce enables organizations to connect customer data points to deliver personalized, seamless customer experiences across channels and devices. 

 

Due to the benefits such as accessibility, CRM revenues have outperformed database management systems to become the largest of all software markets. And with revenues expected to reach over $80 billion by 2025, it's no surprise that CRM is the fastest growing software market.

 

The skills shortage resulting from this huge increase in-demand means that there’s a 4:1 job-to-qualified-candidate ratio requiring Salesforce CRM skills and credentials.

If you are looking to increase your value to organizations by developing these skills, find out more here.

This course is highly relevant to a broad cross section of business professionals that increasingly rely upon customer data, insights and strategies to effectively perform their role. This includes CRM administrators, as well as product, marketing, business development and sales professionals. The growing job role of Customer Success Manager is strongly aligned to the skills developed in this course. 

The course introduces the fundamentals of customer experience design as a critical capability of organisations in the digital economy. Learners will critically analyse the various methodologies utilised to assess and optimise a customer experience strategy, and develop the practical skills required to implement such methodologies to achieve business goals and objectives. Learners will also evaluate the role which technology plays in driving high-quality customer experience.

If you are looking to increase your value to organizations by developing these skills, find out more here.

What Our Clients Say

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Anirudh Mungre, Full Stack Developer, Government of Canada

"In the tech industry, there is an enormous leap from university to the professional world. Utilizing your passion and finding the right resources to enhance your skill set is crucial to ensuring you stand out as a candidate and land your dream job!"