Microsoft Copilot for Customer Success as a Business System

What you'll learn
Understand Customer Success as a business system rather than a set of activities or roles
Define and structure a customer lifecycle that supports management decisions
Identify where customer value is lost before churn becomes visible
Select Customer Success metrics that support decision-making, not just reporting
Design processes and playbooks that reduce chaos and support scaling
Build a clear, operational view of how Customer Success works in a real business
Requirements
Basic experience working with customers, accounts, or business processes
Familiarity with Customer Success, account management, or post-sales roles is helpful
Willingness to analyze a real business case and think systemically
Access to Microsoft 365 Copilot is recommended for practice
Description
This course contains the use of artificial intelligence.Many companies have Customer Success in place.Fewer can clearly explain how it works as a system or how decisions are actually made.This course looks at Customer Success as a manageable business model, not as a collection of activities, reports, or best practices.The focus is on structure, logic, and decision-making across the customer lifecycle.What this course coversCustomer Lifecycle as a management model, not a customer journeyHow and where customer value is lost before churn becomes visibleHow to assess Customer Success as a systemMetrics that support management decisionsProcesses and playbooks as decision frameworksHow Customer Success becomes operational in day-to-day workThe course is built as one continuous practical case rather than isolated lessons.Who this course is forThis course is designed for:Customer Success managers and leadersFounders and operators responsible for retention and growthProduct and operations roles working closely with Customer SuccessIt assumes prior experience working with customers and business processes.How the course is structuredYou will work with a single business case throughout the course.Each module builds on the previous one, moving from understanding the current state to defining lifecycle logic, metrics, and decision frameworks.The goal is not to provide templates, but to develop structured thinking.Course outcomeBy the end of the course, you will have a clearer understanding of how Customer Success functions as a system, where it loses control, and what prevents it from scaling.Enroll when you want a structured, practical way to think about Customer Success as a business system.This course contains a promotion
Who this course is for
Customer Success managers and team leads
Founders and operators responsible for retention and customer growth
Product, operations, or revenue roles working closely with Customer Success
Consultants and practitioners designing or improving Customer Success systems
Homepage