What you'll learn
Get what you need to pass the up-to-date Cisco DTCSM 820-605 exam
To-the-point course to help you ace your exam
Start a career in customer success area
Create a success plan that speed up time to value
Requirements
No previous customer-facing experience is assumed by the instructor - so dive right in
Interested in working with customers to determine, measure, and deliver business outcomes through the implementation of technology solutions
Description
The Cisco Customer Success Manager 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.This course is based on understanding the customer lifecycle and how to optimize that journey, increasing the value realized by the customer, and maximizing your likelihood to maintain their loyalty and renew or expand their business opportunities. It provides a solid framework, and a core set of fundamental proven skills to deliver immediate value to the vendor/customer relationship. Validate your ability to develop and integrate solutions, identify adoption barriers and how to remove them, implement adoption frameworks and interpret customer usage data while leading customers to renewals, and cultivate new sales opportunities through the entire customer lifecycle.This course will help you:Develop skills and knowledge around the increasingly crucial CSM role, which drives organizational and business outcomes from technology solutions in customer engagementsUnderstand key concepts and terminologies related to the CSM rolePrepare for the 820-605 exam, which earns the Cisco Customer Success Manager Specialist certification exam. The 820-605 CSM exam certifies your knowledge and skills related to developing and integrating solutions, identifying adoption barriers and actions to remove them, implementing adoption frameworks, and interpreting customer usage data while leading customers to renewals and cultivating new sales opportunities through the entire customer lifecycle.After you pass 820-605 CSM, you earn the Cisco Customer Success Manager Specialist certification.Course OutlineTransition to Subscription EconomyCustomer and Industry TrendsDefining Customer Success and the CSM RoleEngaging the Customer for SuccessEngaging the Customer for SuccessAddressing BarriersCustomer Success Management ActivitiesSuccess Plan ElementsCustomer Success Management ActivitiesIt is a lot to learn; however, this self-study course takes it one step at a time, at your pace, and provides you with the tools that you'll need to excel.
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: The Subscriptions Economy
Lecture 2 Impact of Market Transition
Lecture 3 Transition to Subscription Models
Lecture 4 Customer Lifecycle Journey
Lecture 5 What Customer Success Is and Isn't
Lecture 6 Value of Customer Success
Lecture 7 Impact to Business Practice
Lecture 8 Metrics: Customer Success Measurements of Success
Section 3: Engaging the Customers
Lecture 9 Preparing to Engage
Lecture 10 Relationship between Business Outcomes and Technology
Lecture 11 Health Index
Lecture 12 Case Study
Lecture 13 Role Play
Lecture 14 Case Study Exercise 1
Lecture 15 Success Plan
Lecture 16 Key Performance Indicators
Lecture 17 RACI
Lecture 18 Addressing Barriers
Lecture 19 Addressing Barriers - Part Two
Section 4: CSM Activities
Lecture 20 Customer Communication
Lecture 21 Deployment Planning
Lecture 22 Quarterly Success Reviews
Lecture 23 Expand and Renewals
Lecture 24 Course Review
Individuals preparing for the Cisco Customer Success Manager certification,Individuals starting career in CSM area

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