AI-Enabled Customer Success & Partners

This unit examines how AI-driven partner-based value management integrates with customer success to sustain and grow customer value across ecosystems. Students will learn to map partner types, identify touchpoints, design AI-enabled interventions, and address integration challenges to prepare for applied implementation in the final unit.

Learning Objectives

• Analyze three types of ecosystem partners (e.g., channel, technology, and strategic partners) and differentiate value management approaches appropriate to each type
• Apply the customer success workflow to design an integrated AI-PBVM plan that aligns partner roles, customer touchpoints, and success metrics
• Demonstrate the ability to identify and document key touchpoints where value management and customer success intersect and propose AI-enabled interventions for at least three touchpoints
• Evaluate common organizational and technical challenges when integrating value management with customer success and recommend mitigation strategies to ensure scalable AI adoption