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Course Description

The Cisco Customer Success Manager (DTCSM) v2.2 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.

How You'll Benefit

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 engagements
Understand key concepts and terminologies related to the CSM role
Prepare for the 820-605 CSM exam, which earns the Cisco Customer Success Manager Specialist certification exam

Who Should Enroll

Individuals preparing for the Cisco Customer Success ManagerSpecialist certification
Individuals who have experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology

What to Expect in the Exam

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 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

Course Prerequisites

This course has no formal prerequisites, but we recommend that you have:
Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology

Course 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

Day 1.

Cisco Catalyst Enterprise Wireless and Wired Solutions
Cisco SD-WAN Architecture and Solutions
Cisco SD-Access Architecture
Cisco Meraki Family

Day 2.

Cisco Access Control Technologies
Enterprise Access Control with ISE and Duo
Cisco Threat Defense Technologies
Cisco Secure Firewall, Secure Email and Secure Web Solutions
Cisco Security Monitoring with Secure Network Analytics
Cisco Client Security Solutions. Cisco Secure Endpoint and Umbrella

Day 3.

Cisco Unified Computing System Solution
Cisco Data Center LAN Networking with Nexus
Cisco Data Center SAN Networking with MDS
Cisco Application Centric Infrastructure
Cisco Collaboration Architecture
Cisco Collaboration Solutions

Module 1. Cisco WLAN Technologies and Catalyst Wireless Solutions
Module 2. Cisco Routing and Switching Technologies and Catalyst Wired Solutions
Module 3. Cisco SD-WAN Architecture and Solutions
Module 4. Cisco SD-Access Architecture. Catalyst Center SDA and Assurance Solutions
Module 5. Cisco Access Control Technologies
Module 6. Enterprise Access Control with ISE and Duo
Module 7. Cisco Threat Defense Technologies
Module 8. Cisco Secure Firewall, Secure Email and Secure Web Solutions
Module 9. Cisco Security Monitoring with Secure Network Analytics
Module 10. Cisco Client Security Solutions. Cisco Secure Endpoint and Umbrella
Module 11. Cisco Meraki Family
Module 12. Cisco Data Center Unified Computing
Module 13. Cisco Data Center Networking Technologies
Module 14. Cisco MDS, Nexus and Application Centric Infrastructure
Module 15. Cisco Secure AI Factory with NVIDIA and Cisco AI PODs
Module 16. Voice-over-IP Technologies and Protocols
Module 17. Cisco Collaboration Core and Edge Solutions
Module 18. Summary and Exam