This unit examines AI-enabled partner-based value management and the role of customer success within ecosystem relationships. Students learn to map partner types, integrate value management with customer success workflows, and assess how AI changes touchpoints and future practices to prepare for advanced implementation and governance in the final unit.
Learning Objectives
- Analyze the distinctions among three types of ecosystem partners and map their respective value flows within an AI-driven partner-based value management (AI-PBVM) model
- Apply AI-PBVM principles to design a partner-targeted customer success workflow that aligns touchpoints and metrics across sales, implementation, and support
- Demonstrate integration strategies that combine customer success and value management by creating a touchpoint map and handoff plan for cross-functional teams
- Evaluate AI-driven opportunities and challenges for customer success integration, and recommend mitigation strategies for data, process, and governance risks
Curriculum
- 1 Section
- 11 Lessons
- 30 hours
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- Unit 3 — AI-Powered Partner and Customer Success11
- 1.1AI-Enabled Partner-Based Value Management (AI-PBVM)20 mins
- 1.2Value Management for Three Types of Ecosystem Partners20 mins
- 1.3Conclusion20 mins
- 1.4Notes20 mins
- 1.5What Is Customer Success and Why You Should Care?20 mins
- 1.6Understanding the Customer Success Workflow20 mins
- 1.7Better Together: Combining Customer Success and Value Management20 mins
- 1.8The Challenge of Integrating Value Management and Customer Success20 mins
- 1.9Touchpoints: Where Value Management Meets Customer Success20 mins
- 1.10AI: Changing the Customer Success Game20 mins
- 1.11The Future of AI-Powered Customer Success20 mins
Instructor
Free
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