Cisco Customer Success Manager (Dtcsm): 820-605 Csm Training

Learn Cisco Customer Success Manager with step by step guidance. Get ready to crush your Cisco CSM (820-605) v2.2 exam.

What you'll learn

Develop skills and knowledge around the increasingly crucial CSM role

Drives organizational and business outcomes from technology solutions in customer engagements

Understand key concepts and terminologies related to the CSM role

Prepare for the 820-605 exam, which earns the Cisco Customer Success Manager Specialist certification exam

Requirements

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

No other formal prerequisites

Description

This 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 while receiving feedback from the facilitator and your peers.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. The course helps you prepare for the 820-605 Cisco Customer Success Manager (CSM) exam. By passing this exam, you earn the Cisco Customer Success Manager Specialist certification.What to expect in the examThe 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.Course detailsObjectivesAfter taking this course, you should be able to:Describe the role of the Customer Success ManagerDescribe the tools that the Customer Success Manager uses to ensure customer experienceDescribe the lifecycle approach to customer experienceOutlineTransition 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 Activities

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Customer and Industry Trends

Lecture 2 Impact of Market Transition

Lecture 3 Transition to Subscription Models

Lecture 4 Customer Lifecycle Journey

Section 3: Defining Customer Success and the CSM Role

Lecture 5 Defining Customer Success

Lecture 6 Value of Customer Success

Lecture 7 Impact to Business Practice

Lecture 8 Measurements of Success

Section 4: Engaging the Customer for Success

Lecture 9 Preparing to Engage

Lecture 10 Relationship between Business Outcomes and Technology

Lecture 11 Health Index

Lecture 12 Success Plan

Lecture 13 Key Performance Indicators

Lecture 14 RACI

Section 5: Addressing Barriers

Lecture 15 Addressing Barriers

Lecture 16 Addressing Barriers - Part Two

Lecture 17 Case Study

Lecture 18 Case Study Excercise

Lecture 19 Role Play

Section 6: Customer Success Management 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 Specialist certification,Individuals who have experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology