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Free Tool: Implementation Methodology Example

Himanshu Koshe, Senior Director of Professional Services at Coursera, shared his implementation methodology during a recent CS Makeover Show. Himanshu was kind enough to share his approach with the community. As is typical, his approach starts with understanding the customer journey and then building the onboarding and engagement program based on this understanding of what the journey should deliver for the customer. Key to this discussion is playbooks and on the show, Himanshu shared how he designed and implemented effective playbooks for the Professional Service team.

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