Course Prerequisites
• A significant experience in sales, customer success and/or technology support
• Understanding of networking and IT technologies
• Knowledge of Cisco products and technologies (e.g. routing and switching, wireless and security technologies)
• Understanding of cloud computing and virtualization technologies
• Knowledge of communication and collaboration technologies
• Experience in managing customer relationships
• Familiarity with customer success concepts and metrics
• Working knowledge of CRM databases and reporting tools
• Certification in sales and/or customer success is a plus
• Bachelor’s degree in Computer Science, Engineering or related field
Target Audience
The primary target audience for Cisco customer success manager training is IT professionals, customer success managers, customer service personnel, customer experience practitioners, customer care managers, customer service reps, customer relationship managers, sales executives, and other relevant customer care stakeholders
This training is also suitable for those who wish to gain an understanding of the core concepts of customer success and its relationship with other customer-oriented fields such as customer service, customer experience, customer care and its associated processes, customer trends and needs, customer analysis, customer segmentation & customer experience mapping
By undergoing this training, individuals will gain valuable insights into successful customer success strategies, customer success journeys, customer engagement models, customer journey frameworks, customer success stories and so much more
Learning Objectives of Cisco Customer Success Manager
1. Understand customer journey and the customer success framework.
2. Learn to identify customer issues and requirements.
3. Understand the different strategies of customer engagement.
4. Identify and develop strategies to retain customers.
5. Learn to analyse customer data.
6. Understand how customer profitability affects success.
7. Develop action plans for customer success.
8. Familiarize with customer success tools and customer success metrics.
9. Learn customer success management best practices.
10. Develop key performance metrics and reports.
11. Maintain customer relationships and build trust.
12. Utilize insights to engage customers and build loyalty.
13. Leverage customer feedback to continuously improve success strategies.
14. Utilise customer success strategies to grow revenue and satisfactory customer experiences.
