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CSMath: Make Data-Driven Decisions in Customer Success

Learn how to separate the signals from the noise!
(164 reviews)
548 students
Created by


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Platform: Udemy
Video: 2h 26m
Language: English
Next start: On Demand

Table of contents


“Be more data-driven!” That’s the mantra from the senior bosses, but what does it mean?
Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data.
Becoming data-driven isn’t about using data–it’s about using data correctly.
This learning series helps Customer Success Operations, Customer Operations, Customer Success leaders, and business analysts learn and apply practical statistics in real-world Customer Success applications.
You’ll learn how to:
•Track churn accurately
•Analyze NPS and CSAT in new ways
•Construct predictive customer health dashboards
•Forecast renewal revenue with precision
•Improve your processes
As a result, you’ll facilitate better decisions and improve operational performance.
This course features downloadable exercises in Excel to practice applying the concepts, quizzes to reinforce learning, and a valuable CSMath Handy Equations and Procedures Guide for using your new skills on the job.

You will learn

✓ Learn and apply basic statistical tools to solve real-world Customer Success problems
✓ Track churn accurately
✓ Measure and interpret NPS and CSAT in new ways
✓ Construct predictive customer health scores
✓ Increase forecasting accuracy
✓ Improve business results


• Basic knowledge of algebra (solving equations, order of operations, exponents, logs, limits)
• Microsoft Excel for Office 365 (cannot substitute Google Sheets)
• Working knowledge of Excel (entering equations into cells, plotting, sorting, filtering, Pivot Tables)
• Experience working in a Customer Success environment

This course is for

• Customer Success Operations
• Customer Success leaders (CCOs, VPs, Directors)
• Customer Operations
Customer Experience and Customer Success Expert
My 30-year career includes Customer Success, sales, marketing, operations and consulting from start-ups to Fortune 40 companies. Industry experience includes software, electronics manufacturing, business services, hospitality, IT services, management consulting and education.

I’m an engineer, statistician, Lean Six Sigma practitioner, and a 9-year Examiner for the Malcolm Baldridge National Quality Award at the national and state levels.
Browse all courses by on Coursemarks.
Platform: Udemy
Video: 2h 26m
Language: English
Next start: On Demand

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