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DTCSM – Cisco Customer Success Manager v1.0

Customer success management is the practice of actively managing your customer’s use and adoption of your technology, working to reduce barriers and increase the perceived and realized value, and driving increased ARR and LCV—all while helping the organization keep the product or solution relevant.

GK# 6163

Course Overview

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This course includes Cisco Training Exclusives

EXCLUSIVE TO GLOBAL KNOWLEDGE - Accelerate your Cisco learning experience with complimentary access to the IT Skills Video On-Demand Library, Introduction to Cybersecurity digital learning course, course recordings, IT Resource Library, and digital courseware.

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In this course, you will prepare to pass the 820-602 DTCSM exam in order to achieve the Cisco Customer Success Manager Specialist certification. You will learn how to drive adoption and expected outcomes for the desired product or service. You will be given a chance to partner with a customer to track, measure, and create reporting that will assist in identifying any obstacles that may be preventing them from taking full advantage of the product capabilities, identifying and removing barriers to achieving the capabilities purchased, ultimately optimizing lifetime customer value and reducing churn.

Schedule

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  • Delivery Format:
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What You'll Learn

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  • What is meant by “customer success” in the context of software-based IT products and cloud-based services targeted at enterprise customers
  • Key tasks
  • Expectations from the CSM role
  • Knowledge of CSF, KPI, and how they are related to success

Outline

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Viewing outline for:

Virtual Classroom Live Outline

  1. Discovery
  2. Benchmarking and Application
  3. Analysis and Evaluation
  4. Enablement

Prerequisites

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

Either:

1) have completed the Cisco Customer Success Manager Foundations (DTCSMF) e-learning course
or
2) be familiar and comfortable with its content

Who Should Attend

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  • Customer success manager
  • Customer enablement manager
  • Customer adoption manager

Vendor Credits

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This course can be purchased with Cisco Learning Credits (CLCs).

Training Exclusives

Classroom and Virtual Classroom sessions of this course include access to the following benefits:

  • IT Skills Video On-Demand Library
  • Introduction to Cybersecurity digital learning course
  • Course Recordings
  • IT Resource Library
  • Digital Courseware
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Course Delivery

This course is available in the following formats:

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 3 day

Request this course in a different delivery format.
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