Robs Roberta Silva
Lec Chaves
Leandro Demari
Bruno Scott
Maurículo Lima
Live and online classes
Classes: August 9th, 11th, 16th, 18th, 23rd, 25th, and 30th.
Hours: 7:00 pm to 9:30 pm (14th and 15th)
Hours: 7pm to 9pm (17th, 18th, 21st, 22nd and 23rd)
This course aims to help students identify themselves as leaders, prepared to work in companies undergoing cultural transition. Promote the preparation of area leaders for the market aware of organizational culture processes; Change planning: diagnosis, action plan, budget, organizational structure, and evangelism; Key indicators, how to measure them and important analyses; Management of the after-sales area based on Customer Success; Full exposition of real cases of professors.
Leaders of companies from all areas of activity that manage after-sales structures and wish to specialize in Customer Success;
The course will help CS leaders understand the maturity level of their organization and lead changes in their company;
Tips for the CS leader to create a “flight plan” and go for an after-sales structure aligned with the economy of recurrence.
COORDINATION CS
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*discounts cannot be combined with other discounts
Courses can be paid in installments by credit card in up to 12 installments**
**Installments with interest added.
– Culture and organizational changes
– Elements that make up the culture
– How to be a leader in the cultural transition
– Metrics and goals
– Market tools
– Renewed definition of CS as a result area, not a cost area!
– Recurring revenue and multipliers
– Impact of Churn and Expansion on the base
– Activity
– Restructuring
– Planning
– Implementation Tips
– Segmentation of the portfolio (with activity);
– Team size;
– Profiles and deliveries;
– Training and standardization of the CS process;
– Scalability;
– Cultural change;
– CS maturity model;
– Definition of the role of each area (Activity).
– Health Score + risk 0 + opportunity = expansion;
– NPS 9 and 10 + good engagement + case = advocacy;
– Setting up an expansion strategy + KPIs;
– Setting up an advocacy strategy + KPIs;
– Activity.
– Proving results every quarter;
– How to gain space on the Board;
– Gaining priorities among the heads;
– Reducing costs.
