Course Details
The Cisco Customer Success Manager-DTCSM v2.1 course is a 3-day course that is designed to help students attain the confidence and competence to fulfil the Customer Success Manager (CSM) role successfully, helping their customers realize value from their solutions and achieve their business outcomes. The course offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive course, where students can practice and gain confidence in fulfilling core tasks using best-practice tools and methodologies while receiving feedback from the facilitator and your peers.
The course is based on the concept of the customer lifecycle and how to optimize that journey, increasing the value realized by the customer, and maximizing your likelihood to maintain their loyalty and renew or expand their business opportunities. This course prepares students for the Cisco Customer Success Manager Specialist certification exam.
Topics covered in the course include:
- Developing skills and knowledge around the increasingly crucial CSM role, which drives organizational and business outcomes from technology solutions in customer engagements
- Understanding key concepts and terminologies related to the CSM role
- Preparing for the Cisco Customer Success Manager Specialist certification exam
- Provide a thorough introduction, tools, concepts, and skills practice to prepare for the CSM role
- Providing students experience with common practices and expected tasks, including confidence using terms such as Annual Recurring Revenue (ARR), Lifetime Customer Value LTCV, Available to Renew (ATR), and other key metrics
Target Student:
- Individuals preparing for the Cisco Customer Success Manager Specialist certification
- Individuals who have experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology
Prerequisites:
This course has no formal prerequisites, but it is recommended that you have:
- Experience with and interest in working with customers to determine, measure, and deliver business outcomes through the implementation of technology
- Time spent in a customer facing role, including technical sales, system engineering, or similar will be especially helpful
Customer Success Concepts
- Overview of the Customer Success Industry
- Engaging with and Understanding the Customer
Enabling Success
- Developing Customer Success Plans
- Managing Stakeholders
- Driving Utilization and Value
- Monitoring Ongoing Customer Health (Health Index)
- Expansion and Renewal Motions
- Summary and Review
This course has no formal prerequisites, but we recommend that you have:
- Experience with and interest in working with customers to determine, measure, and deliver business outcomes through the implementation of technology
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The VMware vSphere: Optimize and Scale [V6.7] course is a 5-day course that is designed to teach students advanced skills for configuring and maintaining a highly available and scalable virtual infrastructure. Via a combination of lecture and hands-on labs, students will configure and optimize the VMware vSphere 6.7 features that build a foundation for a truly scalable infrastructure, and participants will discuss when and where these features have the greatest effect. The course will deepen the student's understanding of vSphere and how its advanced features and controls can benefit their organization.
Topics covered in the course include:
Configuring and managing vSphere networking and storage for a large and sophisticated enterprise Using VMware vSphere Client, VMware vSphere Web Client, and VMware vSphere ESXi Shell to manage vSphere Creating a content library for deploying virtual machines Using VMware vSphere Auto Deploy and host profiles to provision VMware ESXi hosts and manage ESXi host compliance Monitoring and analyzing key performance indicators for compute, storage, and networking resources for ESXi hosts Optimizing the performance of ESXi and VMware vCenter Server Hardening the vSphere environment against security threats Encrypting virtual machines for additional security
Target Student:
System administrators
System integrators
System engineers
Prerequisites:
Understanding of concepts presented in the VMware vSphere: Install, Configure, Manage [V6.5] course? Equivalen
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This was the class I needed.
The instructor Jeff took his time and made sure we understood each topic before moving to the next. He answered all of our questions, and I don't know about the rest of the students, but was very pleased with this experience.
I finally understand how to use Excel.
-Amanda T (Yale New Haven Hospital).
Great class!
We were able to cover a lot of information in one day without getting overwhelmed.
-Maria R (Microsoft).
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