This course contains the use of artificial intelligence.

Your customers rarely warn you before they churn. Their usage, their tickets and their silence do, weeks earlier. Here are 178 tools to see it and act with AI: 148 ready-to-use prompts, templates, procedures and checklists, 2 methods explained, 13 services shown on screen and 15 working files.

Open a lecture, take the account brief kit, and prepare your next customer meeting with AI.

Why churn surprises customer success teams

Signals are spread across tickets, usage and emails, health scores are guessed, playbooks run by hand, feedback is read but not analysed, and QBR decks take a day each.

What changes after this course

Signals are combined into a health score, playbooks run on triggers, messages and QBRs are prepared in minutes, feedback shows priorities, and you can show what AI changed.

What is inside: 178 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.

• 25 downloadable resources: lecture presentations plus 15 working files, including a health score model, a playbook library, an AI agent spec and a QBR runbook
• 148 ready-to-use tools inside the presentations:
• 53 templates and sample documents: account brief, customer success playbook card, 90-day renewal email, seven-slide QBR outline
• 38 ready AI prompts: account brief generation, health score weight calibration, personalized customer messages, QBR presentation generation
• 16 other working tools: AI assistant selection decision tree, stalled onboarding playbook, red health score playbook, 90-day renewal playbook
• 14 step-by-step procedures: 10-minute account brief, low usage automation, weekly AI agent quality review, eight-step customer feedback analysis
• 11 checklists: account research sources, churn risk flags, AI customer communication boundaries, AI knowledge base readiness
• 7 question lists and scripts: customer meeting questions, churn review questions, QBR difficult-question responses
• 6 formulas and metric sets, plus 3 scorecards, rubrics and matrices: customer health score, AI versus human CSAT comparison, customer health signals, customer retention metrics
• 2 models and methods explained with examples: five AI tool classes, customer lifecycle
• 13 services shown on screen, including Microsoft Copilot, HubSpot, Zendesk, Intercom and Dovetail

Where the tools are

AI tools and Copilot (2 sections, 37 tools). Choosing AI tools, account briefs and meeting prep.

Health score and automation (2 sections, 38 tools). Churn prediction in Excel, playbooks and triggers.

Messages and support (2 sections, 42 tools). Personalised messages, AI agents and chatbots.

Feedback and QBRs (2 sections, 50 tools). Feedback analysis, QBR data, decks and follow-up.

Measuring impact (1 section, 18 tools). Time, CSAT and retention.

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 Wargaming, when a DDoS attack threatened to take the game servers down, the head of maintenance and a few colleagues found the threat and built protection with the provider in time. The company barely suffered; the saved loss was estimated at about a million dollars, and he received a $6,000 bonus. Customers notice service only when it fails, so the work is to see trouble before they do.

How to use the course

Start with the tools and Copilot, then build the health score, automation, messages, feedback and QBRs. Section and lecture titles show how many tools are inside, and each lecture description lists them by name.

What is included

• 10 lectures across 10 sections, 6.5 hours
• 25 downloadable resources: lecture presentations and 15 working files
• 178 tools across the lessons, including 13 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 customers you are most worried about, then open the first section. Enrol now and start your first lesson today.