Description

The Cisco Customer Success Manager Specialist (DTCSMS) v1.1 is an advanced 3-day instructor-led course. 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.

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

The course contains the following components:
  • Customer Engagement
    • Overview of the CuSM Role
    • Engaging with and Understanding the Customer
    • Developing Customer Success
  • Enabling Success
    • Enabling and Influencing Customer Success
    • Driving Utilization and Value
    • Monitoring Ongoing Customer Health
    • Role Play Exercise
    • Summary and review
  • Appendix 1: Case Studies
    • Case Studies
  • Appendix 2: Cisco Value Framework
    • Cisco Value Framework

Prerequisite Knowledge

The knowledge, skills, and attitudes that a learner is expected to have before attending this course are as follows:
  • Students should have previous experience of working with customers to determine, measure and deliver business outcomes through the implementation of technology and either have attended the Cisco Customer Success Manager Foundations (DTCSMF) v1.1 ELT course or be familiar and comfortable with its content.

Associated certifications