Cisco Customer Success Manager - Getting Certified

[LeeAndro]

Last updated 9/2022MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHzLanguage: English | Size: 1.24 GB | Duration: 2h 53m

The ultimate guide to fulfill the Customer Success Manager role and help customers achieve their business outcomes

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), Life 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 detee, measure, and deliver business outcomes through the implementation of technology
spent in a customer facing role, including technical sales, system eeering, 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 , 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 detee, measure, and deliver business outcomes through the implementation of technology

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