This course contains the use of artificial intelligence.

Customer analytics is usually taught as a tour of a tool. The tool will calculate anything you ask; the hard part is knowing what to ask. Here are 379 tools to find out why customers stay and leave: 258 ready-to-use procedures, templates, checklists and question lists, 90 models and methods, 14 services shown on screen and 17 working files.

Open a lecture, take the customer data reality check, and test the data you have today.

Why customer data does not explain churn

Reports show what happened, not why. Research is run once and forgotten, the customer journey exists only as a poster, retention drivers are guessed, and churn work never proves that anything moved.

What changes after this course

You know which customers leave and why, research leads to action, the journey is designed and measured, and churn reduction is a project with a measured result.

What is inside: 379 tools, counted lecture by lecture

You do not have to take this number on trust. Open any lecture and read its description: every tool inside is listed there by name.

• 59 downloadable resources: lecture presentations plus 17 working files, including a customer data reality check, a unit economics calculator and a CRM audit and gap analysis workbook
• 258 ready-to-use tools inside the presentations:
• 67 templates and sample documents: customer journey map, Voice of Customer analysis, customer segmentation, customer lifetime value
• 45 step-by-step procedures: customer care audit, customer experience strategy development, customer complaint handling, key driver analysis
• 45 question lists and scripts: customer experience audit, business problem diagnosis, survey design, survey recommendations
• 44 checklists: customer service process analysis, customer service quality monitoring, survey design, actionable metrics audit
• 29 scorecards, rubrics and matrices: TOWS matrix, customer value-conflict matrix, key driver action matrix, impact-effort matrix
• 14 ready AI prompts: revenue funnel audit, SaaS unit economics, leading and lagging metrics, RevOps dashboard
• 11 formulas and metric sets, plus 3 other working tools: customer service metrics, regression model diagnostic metrics, candidate communication cadence, chart selection guide
• 90 models and methods explained with examples: sentiment analysis, A/B testing, Five Whys, multiple regression
• 14 services shown on screen, including Microsoft Excel, Google Sheets, Google Forms, ChatGPT and Zowie

Where the tools are

The customer function (3 sections, 79 tools). The team, processes, measurement and difficult situations.

The customer journey (2 sections, 43 tools). Designing the journey, interviews, analytics and improvement.

Customer research (2 sections, 42 tools). Types, design, fielding, reporting and acting.

The analytics apparatus (4 sections, 105 tools). Lifecycle, funnel, retention drivers, regression, forecasting and experiments.

Churn (2 sections, 44 tools). Churn as a project, reducing it and proving it moved.

Data and rollout (2 sections, 97 tools). Unit economics, data, automation and rollout.

Who is teaching

I am Mike, the #1 HR instructor on Udemy, with 1,800,000+ course enrollments from 170,000 students, and the author of about 200 books on Amazon. I built the people system at Preply as it became a unicorn and worked at Wargaming, iDeals and Alfa-Bank across 20 years in HR. I hold PHRi, SHRM-CP and HCI sHRBP certifications and represent HRCI in Eastern Europe. I am also a founder and lead the strategy of my own academy.

At the STB TV channel the company had a problem: people did not want to take their vacation. I simply counted how many vacation days people used in a year. Each employee had 24 days, and the average person used 8, about 35%. That one count opened many questions: why, and where more or less? It led to changes, and we reached the result. Sometimes analytics starts when you just begin counting.

How to use the course

Start with the customer function and the journey, then research, the analytics apparatus, churn and data. Section and lecture titles show how many tools are inside, and each lecture description lists them by name.

What is included

• 44 lectures across 16 sections, 20 hours
• 59 downloadable resources: lecture presentations and 17 working files
• 379 tools across the lessons, including 14 services shown on screen
• Lifetime access to all materials
• Active instructor support in the Q&A section
• A Udemy Certificate of Completion

Where to start

Write down the three customer numbers you look at every month, then open the first section. Enrol now and start your first lesson today.