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DTCSMS 1.1 – Cisco Customer Success Manager Specialist


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Course Schedule

  • 3 Days Course
    Business Skills

    Classroom + Online

    Course Details


    The role of Customer Success Manager is crucial to the business of services or subscription based products. Where the upfront investment is low, and the switching costs are negligible, having a focused resource to ensure that end customers achieve the promised benefits, increase use within their organization, and align your roadmap and product development to maximize the realized value, both organizations benefit. Cisco’s CSM certification provides a solid framework, and a core set of fundamental proven skills to deliver immediate value to the vendor/customer relationship. A proctored exam will provide documented proof of basic competency and career certification.


    Upon completion of this course, you will be able to:

    • Understand what Customer Success means in the context of software based IT products that are targeted at enterprise customers
    • Understand the key tasks, and expectations from the CSM role
    • Have Knowledge of CSF, KPI, and how they are related to success


    Module 1: Customer Engagement

    • Lesson 1: Overview of the CuSM Role
    • Lesson 2: Engaging with and Understanding the Customer
    • Lesson 3: Developing Customer Success


    Module 2: Enabling Success

    • Lesson 1: Enabling and Influencing Customer Success
    • Lesson 2: Driving Utilization and Value
    • Lesson 3: Monitoring Ongoing Customer Health
    • Lesson 4: Summary and Review


    Module 3: Appendix 1: Case Studies

    • Lesson 1: Case Studies


    Module 4: Appendix 2: Cisco Value Framework

    • Lesson 1: Cisco Value Framework

    Target Audience

    • Customer Success Manager
    • Customer Enablement Manager
    • Customer Adoption Manager


    It is recommended, but not required, to have the following skills and knowledge before attending this course:

    • Previous experience of working with customers to determine, measure and deliver business outcomes through the implementation of technology and either have attended the Cisco Customer Success Manager Foundations (DTCSMF) v1.1 ELT course or be familiar and comfortable with its content.