Course curriculum

  • 1

    Welcome to the course!

  • 2

    Chapter 1: What is Customer Advocacy?

    • 1.1 What is Customer Advocacy and How Does it Work?
    • 1.1 Test your learning
    • 1.2 The Value of Customer Advocacy: Company Perspective
    • 1.2 Test your learning
    • 1.2 Apply your learning
    • 1.3 The Value of Customer Advocacy: Advocate Perspective
    • 1.3 Test your learning
    • 1.4 The Skills and Responsibilities of a Customer Advocacy Professional
    • 1.4 Test your learning
    • 1.4 Apply your learning
    • 1.5 Advocate Personas
    • 1.5 Test your learning
    • Chapter 1 Bonus: Learn from the Experts - How to Create and Leverage Advocate Personas
  • 3

    Chapter 2: Interpersonal and Intrapersonal Skills

    • 2.1 Time Management
    • 2.1 Test your learning
    • 2.2 Attention to Detail
    • 2.2 Test your learning
    • 2.3 Building Relationships
    • 2.3 Test your learning
    • 2.4 How to Talk Advocacy to the C-suite
    • 2.4 Test your learning
    • Chapter 2 Bonus: Learn from the Experts - Engaging the C-Suite in Customer Advocacy
  • 4

    Chapter 3: Recruitment

    • 3.1 Recruitment Priorities and Sources
    • 3.1 Test your learning
    • 3.2 Recruitment Processes & Best-Practices: Account Owner Outreach
    • 3.2 Test your learning
    • Chapter 3 Bonus: Learn from the Experts - Building Relationships with Account Owners
    • 3.3 Recruitment Processes & Best-Practices: Customer Contact Outreach
    • 3.3 Test your learning
    • Chapter 3 Bonus: Learn from the Experts - Prepping for a Recruitment Call
  • 5

    Chapter 4: Revalidation

    • 4.1 Revalidation Overview and Best-Practices
    • 4.1 Test your learning
    • Chapter 4 Bonus: Learn from the Experts - The Importance of Revalidation
    • 4.2 Revalidation Process: Surveys
    • 4.2 Test your learning
    • Chapter 4 Bonus: Learn from the Experts - Using Surveys for Revalidation
  • 6

    Chapter 5: Fulfillment

    • 5.1 Sales reference request process
    • 5.1 Test your learning
    • 5.2 Marketing reference request process: Analyst requests
    • 5.2 Test your learning
    • 5.3 Marketing reference request process: Other requests
    • 5.3 Test your learning
    • 5.4 Reference thank you and activity tracking
    • 5.4 Test your learning
    • Chapter 5 Bonus: Learn from the Experts - Customer Appreciation Ideas and Tips
  • 7

    Chapter 6: Customer Assets

    • 6.1 Basic-Level Understanding of Customer Assets
    • 6.1 Test your learning
    • 6.2 Coordinating a 1:Many Call
    • 6.2 Test your learning
    • 6.3 Capturing quotes and testimonials
    • 6.3 Test your learning
  • 8

    Chapter 7: Data Management Fundamentals

    • 7.1 Data Management Fundamentals
    • 7.1 Test your learning
  • 9

    Chapter 8: Basic Level Understanding of Metrics

    • 8.1 Metrics
    • 8.1 Test your learning
  • 10

    Next steps

    • Congrats! Here's what's next...
    • More resources for you
    • Before you go...