• Course
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In this course, you will prepare to pass the 820-602 DTCSM exam in order to achieve the Cisco Customer Success Manager Specialist certification. You will learn how to drive adoption and expected outcomes for the desired product or service...

  • Course Start Date: 2019-06-03
  • Time: 08:30:00 - 16:30:00
  • Duration: 3 days 08:30 AM - 04:30 PM
  • Location: Virtual
  • Delivery Methods(s): Virtual Instructor Led
$2,802.60
REGULAR PRICE $3,114.00 Save $311.40
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Course Outline

Lessons

Customer success management is the practice of actively managing your customer's use and adoption of your technology, working to reduce barriers and increase the perceived and realized value, and driving increased ARR and LCV—all while helping the organization keep the product or solution relevant.
In this course, you will prepare to pass the 820-602 DTCSM exam in order to achieve the Cisco Customer Success Manager Specialist certification. You will learn how to drive adoption and expected outcomes for the desired product or service. You will be given a chance to partner with a customer to track, measure, and create reporting that will assist in identifying any obstacles that may be preventing them from taking full advantage of the product capabilities, identifying and removing barriers to achieving the capabilities purchased,
ultimately optimizing lifetime customer value and reducing churn.

What You'll Learn

• What is meant by “customer success” in the context of software-based IT products and cloud-based services targeted at enterprise customers
• Key tasks
• Expectations from the CSM role
• Knowledge of CSF, KPI, and how they are related to success

Who Needs to Attend

• Customer success manager
• Customer enablement manager
• Customer adoption manager

Prerequisites

Previous experience of working with customers to determine, measure, and deliver business outcomes through the implementation of technology.
Either:
1) have completed the Cisco Customer Success Manager Foundations (DTCSMF) e-learning course
or
2) be familiar and comfortable with its content

Outline
1. Discovery
2. Benchmarking and Application
3. Analysis and Evaluation
4. Enablement

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Online Classroom
your office

your city, your province
your country   

About Global Knowledge

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Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.38 out of 5 based on 421 reviews.

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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more
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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

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It was difficult to practice on my PC while trying to watch the presentation online.
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David was excellent!! I am very for having this course!!
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Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, ... Read more
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Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, talking about other classes, and talks about how Excel/technology has changed) took up way too much time. The course could have been condensed or better focus would have been great

Did not actually receive the course materials yet (and the course has concluded). Ratings assume that I will receive the course m ... Read more
x

Did not actually receive the course materials yet (and the course has concluded). Ratings assume that I will receive the course materials as soon as possible.

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