NBOP National Board of Operations Professionals

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What this course is, what it is not, and why retention is usually a measurement problem in disguise.

0:43. Captions on by default. Everything said here is also written above, so nothing is only in the video.

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This is the body of practice behind the Customer Success endorsement. It is free, it is complete, and it is not preparation for anything. It is a course about a measurement problem more than a relationship one. Most customer success operations are staffed by people who are good with customers and are being asked to work from instruments that only report what already happened. If you have not run the Operator Diagnostic, run it first. Measurement and reporting is one of the eight domains, and retention problems are frequently measurement problems wearing a relationship costume. Nothing here is required, nothing is assessed, and reading all of it confers no advantage on anyone.

This is the body of practice behind the Customer Success endorsement. It is free, it is complete, and it is not preparation for anything.

It is a course about a measurement problem more than a relationship one. Most customer success operations are staffed by people who are good with customers and are being asked to work from instruments that only report what already happened.

Run the Operator's Diagnostic first if you have not. Measurement and reporting is one of the eight domains, and retention problems are frequently measurement problems wearing a relationship costume.

Nothing here is required, nothing here is assessed, and reading all of it confers no advantage on anyone.

Two things worth doing, neither of which costs anything

One Help decide what a competent operator is expected to know The eight domains carry equal provisional weighting until practising operators say what the work actually is. Takes about eight minutes. Two Check whether you are eligible About a minute. No account, no email field, and nothing you enter is kept.

Read the standard in full, free and in the open, before you pay anything or give anyone an address.