What you'll learn
Provide a thorough introduction, tools, concepts, and skills practice to prepare for the CSM role
Give you experience with common practices and expected tasks, including confidence using terms such as Annual Recurring Revenue (ARR), Lifetime Customer Value
Help your customers realize value from their solutions and achieve their business outcomes
Practice and gain confidence in fulfilling core tasks using best-practice tools and methodologies
Requirements
Experience with and interest in working with customers to determine, measure, and deliver business outcomes through the implementation of technology
Time spent in a customer facing role, including technical sales, system engineering, or similar will be especially helpful
Description
This course focuses on enabling students to develop their knowledge, skills, and competence to prepare them for their CSM role and provide them with the confidence needed to perform that role. A particular focus of the course is to provide students with the ability to grow their real-world experience in a safe environment through the use of practical exercises and role plays. This course will also aid the student in preparation for the Customer Success Manager Certification.The Cisco Customer Success Manager Certification provides a solid framework and a core set of skills and knowledge to help you deliver immediate value to your relationship with your customers. Validate your ability to develop and integrate solutions, identify adoption barriers and how to remove them, implement adoption frameworks and interpret customer usage data while leading customers to renewals, and cultivate new sales opportunities through the entire customer lifecycle.This course offers various learning methodologies, including videos and hands-on exercises to provide an interactive experience.During this course you will:Read, visualize, and learn by doingWatch video demonstrations on customer success management topicsHave access to an extensive glossary of termsPractice using the supplied case studyYou can expect to learn:How to successfully perform in the role of a Customer Success ManagerHelp the customer be successful throughout the customer success lifecycleOnce you have completed this course, you can prepare to take the Cisco Customer Success Manager certification exam.It is a lot to learn; however, this self study takes it one step at a time, at your pace, and provides you with the tools that you'll need to excel.
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Transition to Subscription Economy
Lecture 2 Impact of Market Transition
Lecture 3 Transition to Subscription Models
Lecture 4 Customer Lifecycle Journey
Lecture 5 Defining What Customer Success Is and Isn't
Lecture 6 Value of Customer Success
Lecture 7 Impact to Business Practice
Lecture 8 Metrics: Customer Success Measurements of Success
Section 3: Engaging the Customer for Success
Lecture 9 Preparing to Engage
Lecture 10 Understanding Relationship between Business Outcomes and Technology
Lecture 11 Health Index
Lecture 12 Case Study Part 1
Lecture 13 Role Play
Lecture 14 Case Study Exercise 1
Lecture 15 Success Plan
Lecture 16 Key Performance Indicators
Lecture 17 RACI
Lecture 18 Addressing Barriers
Lecture 19 Addressing Barriers - Part 2
Section 4: Customer Success Management Activities
Lecture 20 Customer Communication
Lecture 21 Deployment Planning
Lecture 22 Quarterly Success Reviews
Lecture 23 Expand and Renewals
Lecture 24 Course Review
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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