Cisco Customer Success Manager (DTCSM): 820-605 CSM Training

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Minh Nguyen and Trung

2:53:55

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1. Introduction

1. Introduction.mp4

04:20

2. Customer and Industry Trends

1. Impact of Market Transition.mp4

07:29

2. Transition to Subscription Models.mp4

06:16

3. Customer Lifecycle Journey.mp4

06:26

3. Defining Customer Success and the CSM Role

1. Defining Customer Success.mp4

05:15

2. Value of Customer Success.mp4

04:32

3. Impact to Business Practice.mp4

08:07

4. Measurements of Success.mp4

06:28

4. Engaging the Customer for Success

1. Preparing to Engage.mp4

10:17

2. Relationship between Business Outcomes and Technology.mp4

08:57

3. Health Index.mp4

08:31

4. Success Plan.mp4

08:26

5. Key Performance Indicators.mp4

08:40

6. RACI.mp4

06:48

5. Addressing Barriers

1. Addressing Barriers.mp4

04:22

2. Addressing Barriers - Part Two.mp4

09:33

3. Case Study.mp4

03:27

4. Case Study Excercise.mp4

07:30

5. Role Play.mp4

16:02

6. Customer Success Management Activities

1. Customer Communication.mp4

09:55

2. Deployment Planning.mp4

06:22

3. Quarterly Success Reviews.mp4

06:50

4. Expand and Renewals.mp4

06:06

5. Course Review.mp4

03:16

Description

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

Who is this for?

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

What You Need to Know?

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

No other formal prerequisites

More details

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 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.
Course details
Objectives
After taking this course, you should be able to:
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
Outline
Transition to Subscription Economy
Customer and Industry Trends
Defining Customer Success and the CSM Role
Engaging the Customer for Success
Engaging the Customer for Success
Addressing Barriers
Customer Success Management Activities
Success Plan Elements
Customer Success Management Activities
Who this course is for:
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

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Experienced, knowledgeable and goal-oriented professional with a strong background in the IT industry. Skilled at providing exceptional customer service by focusing on details to achieve goals as well as managing multiple priorities simultaneously while maintaining composure under pressure. Possess strong leadership skills that consistently yield results to meet customer/employer expectations.

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