(SCTP) Strategic Customer Success and Account Management Programme (Eligible for Full-Time TA)
About This Course
The Strategic Customer Success and Account Management Programme (SCTP) is a comprehensive full-time reskilling course designed to prepare professionals for thriving careers in customer success, account management, and client retention. This programme blends practical skills with industry-relevant knowledge, enabling participants to drive customer engagement and loyalty in both Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Through hands-on projects with Small and Medium-sized Enterprises (SMEs) or Multinational Corporations (MNCs), participants will create actionable strategies that enhance client satisfaction and business growth. Ideal for sales, marketing, and mid-career professionals, this programme develops technology-savvy account managers ready to excel in today’s dynamic business landscape.
What You'll Learn
Participants will learn how to precisely define Ideal Customer Profiles (ICP) and map detailed customer personas to tailor engagement strategies effectively. They will acquire data analytics techniques to identify gaps in customer engagement, recognise growth potential, and anticipate churn risks early. Additionally, participants will explore how to implement content marketing strategies and establish reporting frameworks that drive sustained customer retention and contribute to business revenue optimisation.
Module 2: Relationship-Led Growth: Customer Relationship Management (CRM), Loyalty & Strategic Collaboration
This module focuses on developing participants’ self-awareness through self-assessment and strengths profiling, enabling customised customer engagement approaches. Participants will gain hands-on experience with CRM platforms to manage and nurture customer relationships, fostering loyalty and customer advocacy. The programme also covers strategies for designing impactful loyalty programmes and fostering cross-functional collaboration to deliver customer-centric, innovative solutions.
Module 3: Customer Success Capstone Project using Generative Artificial Intelligence (GenAI) Tools and Strategic Techniques
Participants will enhance communication and solution-selling skills critical for managing complex customer interactions, including objection handling and negotiation. They will develop proficiency in leveraging GenAI tools to streamline content creation, automate support tasks, and boost customer engagement efficiently. The capstone project guides participants in crafting a strategic, actionable 90-day customer success plan integrating Artificial Intelligence (AI) driven tools, communication techniques, and engagement strategies to enhance overall client satisfaction and business outcomes.
Entry Requirements
• Participants should at least be a Polytechnic Diploma graduate.
• Participants should also have good written and spoken English skills.