See how Insoft Services is responding to COVID-19

DTCSMS 1.1 – Cisco Customer Success Manager Specialist

X

Contact Us

We would love to hear from you. Please complete this form to pre-book or request further information about our delivery options.

Subscribe

I'd like to receive emails with the latest updates and promotions from Insoft.

Data Protection & Privacy

I hereby allow Insoft Ltd. to contact me on this topic. Further, I authorise Insoft Ltd. processing, using collecting and storing my personal data for the purpose of these activities. All your data will be protected and secured as outlined in our privacy policy.


Upcoming Courses

Feb 23 - Feb 25, 2021
09:00 - 17:00 (CEST)
Online

May 19 - May 21, 2021
09:00 - 17:00 (CEST)
Online

Aug 24 - Aug 26, 2021
09:00 - 17:00 (CEST)
Online

Nov 8 - Nov 10, 2021
09:00 - 17:00 (CEST)
Online

DTCSMS 1.1 – Cisco Customer Success Manager Specialist
3 days  (Instructor Led Online)  |  Business Skills

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