Complete Cisco Customer Success Manager (820-605) Course

Be Cisco Certified Customer Success Manager. Full Cisco CSM deep-dive for DTCSM v2.2

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