DTCSMS 1.1 – Cisco Customer Success Manager Specialist

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Course Schedule

  May 19 - May 21, 2020
London

  Aug 24 - Aug 26, 2020
London

  Oct 28 - Oct 30, 2020
London

  • 3 Days Course
    Business Skills

    Classroom + Online

    Course Details

    The DTCSMS 1.1 – Cisco Customer Success Manager Specialist course, is a three-day instructor-led training that provides you with the skills needed to understand Customer Success in the context of software-based IT products that are targeted at enterprise customers.

    In this course, you will learn how the role of Customer Success Manager is crucial to the business of services or subscription-based products. Where the upfront investment is low, and the switching costs are negligible, having a focused resource to ensure that end customers achieve the promised benefits, increase use within their organization, and align your roadmap and product development to maximize the realized value, both organizations benefit. Cisco’s CSM certification provides a solid framework, and a core set of fundamental proven skills to deliver immediate value to the vendor/customer relationship. A proctored exam will provide documented proof of basic competency and career certification.

     

    See other Cisco courses available

    Objectives

    Upon completion of this course, you will be able to:

    • Understand what Customer Success means in the context of software-based IT products that are targeted at enterprise customers
    • Understand the key tasks and expectations from the CSM role
    • Have Knowledge of CSF, KPI, and how they are related to success

    Outline

    Module 1: Customer Engagement

    • Lesson 1: Overview of the CSM Role
    • Lesson 2: Engaging with and Understanding the Customer
    • Lesson 3: Developing Customer Success

     

    Module 2: Enabling Success

    • Lesson 1: Enabling and Influencing Customer Success
    • Lesson 2: Driving Utilization and Value
    • Lesson 3: Monitoring Ongoing Customer Health
    • Lesson 4: Summary and Review

     

    Appendix 1: Case Studies

    • Lesson 1: Case Studies

     

    Appendix 2: Cisco Value Framework

    • Lesson 1: Cisco Value Framework

    Target Audience

    • Customer Success Manager
    • Customer Enablement Manager
    • Customer Adoption Manager

    Prerequisites

    It is recommended, to have the following skills and knowledge before attending this course:

    • Previous experience of working with customers to determine, measure and deliver Business Outcomes through the implementation of technology
    • Has attended the Cisco Customer Success Manager Foundations course or be familiar and comfortable with its content