Course Code:
bespokeciscocustomerexp
Duration:
21 hours
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
Overview:
- Develop skills and knowledge around the increasingly crucial CSM role, which drives organizational and business outcomes from technology solutions in customer engagements
- Understand key concepts and terminologies related to the CSM role
Course Outline:
Engaging the Customer for Success
- Engaging the Customer for Success
- Addressing Barriers
Customer Success Management Activities
- Success Plan Elements
- Customer Success Management Activities
- Expand and Renewals
Enabling Success
- Developing and Creating Customer Success Plans
- Managing Stakeholders
- Driving Utilization and Value
- Monitoring Ongoing Customer Health (Health Index)
- Expansion and Renewal Motion
Customer Success Concepts
- Overview of the Customer Success Industry
- Engaging with and Understanding the Customer
- Cisco Customer experience overview