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Cisco Customer Success Manager: A Basic Course

Cisco Customer Success Manager: A Basic Course

Go from a slightly uncertain and confused newbie to a confident and skilled Customer Success Manager.

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What you'll learn

  • Understand key concepts and terminologies related to the Customer Success Manager role
  • Define the roles and responsibilities of a Customer Success Manager
  • Drives organizational and business outcomes from technology solutions in customer engagements
  • Develop skills and knowledge around the increasingly crucial Customer Success Manager role

Requirements

  • Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology
  • No other formal prerequisites
The Cisco Customer Success Manager: A Basic Course is a foundational training curriculum that allows an aspiring Customer Success Manager to understand the role as part of a high performing Customer Success practice. It teaches the customer lifecycle stages, success plan, health index and adoption of Cisco architectures.

Customer Experience Overview

In this video, you will learn what customer experience is, why it’s important, and how Cisco is transforming its business model to align with the customer lifecycle.

Customer Lifecycle Overview

This module will show you how Cisco Partners help customers realize the value of their technology solutions, accelerating customer success, and driving partner profitable growth.

Lifecycle Stages Explained

In this video we’ll go through each stage of the customer’s lifecycle journey.

Success Plan Overview

In this module, we review the Success Plan and how it benefits the customer, our partners, and Cisco, including Success Plan components, basic functions, and role responsibilities.

Health Index Dashboard Overview

In this video you will become familiar with the Health Index, and how this information is used by the Cisco account team to bring tangible benefits to their Customer base.

Cisco Customer Experience - What is Adoption?

In this module, we’ll review what adoption is and why it plays an important role in the customer lifecycle. We’ll see who is responsible for driving adoption in the Customer Experience team, and we’ll see how you can help your customers achieve greater value.

Customer Mapping in the Lifecycle

In this module, we will review: (1) Why mapping the customer within the lifecycle matters to you and how it benefits your customer. (2) How to identify data streams that support customer mapping. (3) What types of questions you can ask to drive value conversation.

CX in Action - Success Plan

This video describes creating the customer success plan with customer data and insights from conversations.

Business Architectural Value Overview

In this module, we’ll illustrate the business value of Cisco architecture to the customer and explain how new market trends shape our value proposition.

Licensing and Enterprise Agreements

In this module we’ll review Cisco’s software business and how it fits into recurring revenue. We will review the three types of licensing and five ways Cisco makes software available to our customers.

Smart Accounts and Smart Licensing

At the conclusion of this module, you should have an understanding of three key areas: (1) The Smart Account (2) Licenses (3) And the central website used for Smart Accounts, called Cisco Software Central.

Cisco Success Portfolio Overview

The Cisco Success Portfolio brings together the right expertise, best practices, and insights, from Cisco and our partners, based on our experience of leading large-scale technology implementations and innovations.

Cisco Customer Experience - ATX Overview

In this module we'll review what Accelerators are, how they're structured, and where they fit in our Cisco Customer Experience portfolio. We'll also explain how our partners and customers can benefit from using them.

Cisco Customer Experience - Accelerators Overview

In this module we'll review what Accelerators are, how they're structured, and where they fit in our new Cisco Customer Experience portfolio. We'll also explain how our partners and customers can benefit from using them.

Who this course is for:

  • Beginner CSMs who want to solidify knowledge and skills

Courses to get you started -- > Cisco Customer Success Manager: A Basic Course

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