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DTCSM - Cisco Customer Success Manager v2.1

Overview

Duration: 3.0 days
This is a Cisco High Touch Delivery Service Training - terms and conditions are subject to Cisco.

The Cisco Customer Success Manager (DTCSM) v2.1 course gives you the confidence and competence to fulfill the Customer Success Manager (CSM) role successfully, helping your customers realize value from their solutions and achieve their business outcomes. 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 using best-practice tools and methodologies while receiving feedback from the facilitator and your peers.

Objectives

After taking this course, you should be able to:
  • Describe the role of the Customer Success Manager
  • Describe the tools that the Customer Success Manager uses to ensure customer experience
  • Describe the lifecycle approach to customer experience

Audience

  • Individuals preparing for the Cisco Customer Success Manager Specialist certification
  • Individuals who have experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology

Content

1. Transition to Subscription Economy
  • Customer and Industry Trends
  • Defining Customer Success and the CSM Role
  • Impact of Customer Success on Business Practices
2. Engaging the Customer for Success
  • Engaging the Customer for Success
  • Addressing Barriers
3. Customer Success Management Activities
  • Success Plan Elements
  • Customer Success Management Activities
  • Expand and Renewals

Prerequisites

This course has no formal prerequisites, but we recommend that you have:
  • Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology

Certification

The course helps you prepare for the 820-605 Cisco® Customer Success Manager (CSM) exam

Schedule




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