Customer Support Business planning
Aligning Support Strategy With Organizational Goals – With Case Studies
Customer Support Business planning udemy course
Aligning Support Strategy With Organizational Goals – With Case Studies
Course Overview:
Are you a Customer Support Manager, Lead, or Head of Support looking to drive real business impact through your department?
This course is designed to help you master the art of Customer Support Business Planning — not just from an internal operational perspective, but in a way that is strategically aligned with your organization’s long-term goals.
Through practical frameworks and real-world case studies, you'll gain the clarity and confidence to:
Build a roadmap for your support department
Align with your CEO and business heads
Create action plans that influence customer satisfaction and business growth
Section 1: Leadership for Customer Support Department Heads
Step into your leadership role with confidence. Learn how to manage the end-to-end lifecycle of a customer support department — from setting up the team to optimizing performance and outcomes. We’ll cover key leadership traits and relationship-building techniques necessary to lead cross-functional efforts.
Section 2: Understanding Customer Support Maturity Stages: Explore the evolution of a customer support function from a reactive help desk to a proactive, strategic business enabler.
Learn the four maturity stages: Tactical (Reactive & Proactive) and Strategic (Customer-centric & Business-centric)
Use a case study to evaluate your current maturity level
Conduct a SWOT analysis on people, processes, and technology
Identify key action points to align with broader business objectives
Section 3: Business Planning and Strategy: Discover how to collaborate with business leaders and the CEO to understand 3–5 year organizational goals. Then translate those goals into strategic, tactical, and operational plans for your department.
You’ll also master how to:
Create and manage Service Level Agreements (SLAs)
Draft Operational Level Agreements (OLAs)
Set up Standard Operating Procedures (SOPs)
Execute your customer support business plan with measurable outcomes
Who Should Take This Course?
Customer Support Managers
Support Leads and Supervisors
Heads of Customer Support
Aspiring Support Leaders looking to take a seat at the strategic table
Whether you're building a new team or optimizing an existing one, this course will help you understand what your founder and business leaders truly expect from the Support function — and how to deliver it.
