Customer success does not begin at renewal, and customers do not renew simply because their contract is ending. Renewal is influenced by everything that happens throughout the customer relationship—from the initial handoff and onboarding experience to adoption, value realization, ongoing success, and renewal preparation.
This course teaches you how to manage the complete customer lifecycle as one connected journey. You will learn how to identify the customer’s desired destination, turn information from the sales handoff into a clear lifecycle plan, and establish the milestones, responsibilities, stakeholders, timelines, and measures needed to guide the customer forward. You will then explore each major customer lifecycle phase, including customer handoff and planning, onboarding, adoption, value realization, ongoing customer success, renewal readiness, renewal, and post-renewal growth.
Throughout the course, you will learn how to:
- Build a customer lifecycle plan around the customer’s goals
- Align expectations, responsibilities, and stakeholders
- Guide customers through onboarding and toward first value
- Develop the customer behaviours required for consistent adoption
- Identify and remove barriers affecting customer progress
- Connect adoption to meaningful customer outcomes
