SCTP Customer Success Capstone Project using Generative Artificial Intelligence (GenAI) Tools and Strategic Techniques
About This Course
This is module 3 of the (SCTP) Strategic Customer Success and Account Management Programme (Full-Time) (TA-eligible), which equips participants with advanced skills in communication and solution selling to manage customer interactions, including objection handling and negotiation effectively. Participants will gain proficiency in leveraging Generative Artificial Intelligence (GenAI) tools to enhance content creation, automate support workflows, and improve customer engagement. The module also guides participants in developing a strategic 90-day customer success plan that integrates communication strategies, Artificial Intelligence (AI) tools, and targeted engagement approaches.
What You'll Learn
Understand GenAI concepts and applications in automating content creation and customer support workflows.
2. AI-Driven Customer Support and Self-Service Solutions
Implement AI-powered chatbots and knowledge bases with effective conversation flows and escalation protocols.
3. AI-Powered Content Creation and Personalisation
Leverage GenAI tools for customer success stories, case studies, and educational content with prompt engineering techniques.
4. Data Analytics and Predictive Customer Insights
Use advanced analytics to uncover behaviour patterns, predict churn, and identify expansion opportunities.
5. Building a 90-Day Customer Success Plan
Develop comprehensive plans tailored to specific business contexts with engagement tactics and success metrics.
6. Co-Solutioning and Strategic Partnerships
Facilitate customer discovery sessions to create tailored solutions addressing specific customer needs.
7. Proof of Concept (POC) Implementation and Business Case Development
Design POC implementations and develop compelling business cases for stakeholder buy-in.
8. Capstone Project Execution and Presentation
Deliver comprehensive strategies for real Business-to-Business (B2B) or Business-to-Consumer (B2C) clients with measurable improvements to customer experience.
Entry Requirements
• Participants should at least be a Polytechnic Diploma graduate.
• Participants should also have good written and spoken English skills.