Course Content
- DiscoveryOverview of the CuSM role
- Engaging and Understanding the Customer
- Developing Customer Success
- Enabling and Influencing Customer Success
- Driving Utilization and Value
- Monitoring Ongoing Customer Health
Who should attend
- Customer Success Managers
- Customer Enablement Managers
- Customer Adoption Managers
and any individuals involved in customer engagement who have responsibility to ensure customers maximise value from a product or service to ensure customer retention and growth.
Prerequisites
It is recommended, but not required, that students have the following knowledge and skills:
- Previous experience of working with customers to determine, measure, and deliver business outcomes through the implementation of technology
- Either completed the Cisco Customer Success Manager Foundations (DTCSMF) e-learning course or be familiar and comfortable with its content
Course Objectives
The role of Customer Success Manager (CuSM) 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. The Cisco Customer Success Manager certification provides a solid framework, and a core set of fundamental proven skills to deliver immediate value to the vendor/customer relationship. This instructor lead program spans three days, and provides an immersive training on the core tenets of Customer Success, diving into the Cisco Adoption VALUE Framework, and preparing the learners to successfully complete their certification, with case studies other group activities that increase confidence in their skills to be effective in the Customer Success role.
Upon completion of this course, you will be able to:
- Understand what Customer Success means in the context of software based IT products or cloud based services that are targeted at enterprise customers
- Understand the key tasks, and expectations from the Customer Success Manager role
- Have knowledge of CSF, KPI, and how they are related to success