DTCSM - Cisco Customer Success Manager

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