Cisco Customer Success Manager v1.1 (DTCSMS)

Cisco Customer Success Manager v1.1 (DTCSMS)


Duration: 3 Days

The Cisco Customer Success Manager Specialist (DTCSMS) v1.1 course gives you the competence and confidence to fulfil the Customer Success Manager Specialist (CuSM) role successfully. The course offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive course, you can practice and gain confidence in fulfilling core tasks in a safe environment, using best-practice tools and methodologies and learning by doing while receiving useful and relevant feedback from the facilitator and your peers. 


This course is based on the Cisco Adoption VALUE Framework. It is broader in scope than the Cisco® CuSM Certification Blueprint and covers the essential skills, competencies, characteristics, and behaviors of the accomplished CuSM professional.


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

  • Developing your knowledge, skills, and competence further than the Cisco Customer Success Manager Foundation(DTCSMF) course, to help you prepare for your CuSM role and give you the confidence you need to perform that role 
  • Expanding your real-world experience in a safe environment through practical exercises and role plays

Course Outline

Module 1: Customer Engagement

  • Lesson 1: Overview of the CuSM 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

Module 3: Appendix 1: Case Studies

  • Lesson 1: Case Studies

Module 4: Appendix 2: Cisco Value Framework

  • Lesson 1: Cisco Value Framework

It is recommended, but not required, to have the following skills and knowledge before attending this course: 

  • Have experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology
  • Recommended:  Attend the Cisco Customer Success Manager Foundation (DTCSMF) v1.1 course, especially if you have less than 2 years of experience in a customer success role
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