Cisco Customer Success Manager (DTCSM)

The Cisco Customer Success Manager (DTCSM) training 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 training offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive training, 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. This training 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.

This training prepares for the Cisco Customer Success Manager (820-605 CSM) v2.0 exam. If passed, you earn the Cisco Customer Success Manager Specialist certification.

How You’ll Benefit

• This training will help you:
• Develop skills and knowledge around the increasingly crucial CSM role, which drives organizational and business outcomes from technology solutions in customer engagements
• Understand key concepts and terminologies related to the CSM role

Who Should Enroll

• 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

Path Objectives

• 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

Learning Path Prerequisites

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

• Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology

Learning Path Outline

• Transition to Subscription Economy
• Engaging the Customer for Success
• Customer Success Management Activities