Cisco Customer Success Manager: A Basic Course

Understanding the Cisco Customer Success Manager role starts here. This foundational course provides aspiring Customer Success Managers with a comprehensive understanding of the function within a high-performing Customer Success practice. Learn about the key stages of the customer lifecycle, developing effective success plans, and utilizing the Health Index to drive customer value.

Customer Experience Overview: Discover the importance of customer experience and how Cisco is evolving its business model to prioritize the entire customer lifecycle.

Customer Lifecycle Overview: Explore how Cisco Partners empower customers to maximize the value of their technology, accelerating customer success and fostering profitable growth for partners.

Lifecycle Stages Explained: A detailed breakdown of each stage in the customer's lifecycle journey, providing insights for proactive engagement.

Success Plan Overview: Master the Success Plan – its components, functions, and the roles and responsibilities involved. Learn how it benefits customers, partners, and Cisco.

Health Index Dashboard Overview: Become proficient in using the Health Index to identify opportunities and deliver tangible benefits to your customer base.

Cisco Customer Experience - What is Adoption? Understand the critical role of adoption in the customer lifecycle. Learn who drives adoption within the Customer Experience team and how to help customers achieve greater value.

Customer Mapping in the Lifecycle: Learn how to effectively map customers within the lifecycle to improve outcomes. This includes:

• Why customer mapping is valuable for both you and the customer.
• Identifying data streams to support customer mapping.
• Asking the right questions to drive value conversations.

CX in Action - Success Plan: Practical guidance on creating impactful customer success plans using customer data and insights from conversations.

Business Architectural Value Overview: Illustrate the business value of Cisco architecture to customers and understand how emerging market trends influence our value proposition.

Licensing and Enterprise Agreements: A review of Cisco's software business and its connection to recurring revenue. Explore the three types of licensing and five ways Cisco delivers software to customers.

Smart Accounts and Smart Licensing: Gain a solid understanding of:

• Smart Accounts
• Licenses
• Cisco Software Central, the central website for managing Smart Accounts.

Cisco Success Portfolio Overview: Discover how the Cisco Success Portfolio leverages expertise, best practices, and insights from Cisco and partners to drive successful technology implementations.

Cisco Customer Experience - ATX Overview: Learn about Accelerators (ATX) – their structure and role within the Cisco Customer Experience portfolio. Understand how partners and customers can benefit.

Cisco Customer Experience - Accelerators Overview: A deeper dive into Accelerators, their structure, and how they can be leveraged to enhance customer success.