google_pluslinkedin-teamlinkedintwitteryoutube

Customer Success

Cisco’s new Digital Transformation Customer Success Manager Certification training is now available for organisations serious about building a Customer Success practice. This certification demonstrates capability and commitment to ensure your customers achieve success by using your services. We have collaborated with Cisco to create a training program to help your organisation achieve Customer Success.

To view an introduction to the Digital Transformation Customer Success Certification training please view the brief video below from Ed Daly, Cisco’s Senior Director, Global Customer Success Adopt & Expand.

Book a Customer Success Course Now

Why Customer Success

“The rise of subscription-based products and services has lowered the barrier to entry, and greatly increased the potential capability of the solutions. However, the lowered barrier to entry also makes it easy for customers to switch to a different solution if a product or service fails to deliver the expected value or outcome to the business.

It is therefore increasingly crucial for providers of subscription-based products and services to be able to offer their customers an advocate who can take responsibility to ensure that the adoption, deployment, and ongoing use of a product or service delivers the agreed-upon business outcome and helps customers achieve the value and utility they expect [Land, Adopt, Expand, Renew]. Be it assistance with implementation, response to feedback, product or service roadmap alignment, handling escalation of support calls, or guaranteeing that the proper set of features or functions are
purchased and employed, the customer service manager, or CuSM, is there to facilitate and drive customer satisfaction or by increasing customer adoption, and, in this way, is a valuable revenue creator.”

 Ed Daly, Cisco’s Senior Director, Global Customer Success Adopt & Expand

Customer Success Solution

We have collaborated with Cisco to create a training program to help your organization achieve Customer Success. The training forms two parts:

Foundation Prerequisite Course – This e-learning provides the theory behind the role of a Digital Transformation Customer Success Manager (CuSM). It is an essential prerequisite to anyone new to this role or activity. It introduces processes, skills, tools, in fact everything that’s involved in the role of a CuSM. It also contains 8 videos of Cisco CuSMs describing aspects of their role and introduces the Cisco Adoption VALUE Framework™. The course introduces case studies which are then carried forward into the Specialist course. Anyone considering the exam is strongly advised to complete this e-learning to gain the necessary theory.

To download a full course specification document please visit:

www.vortex6.com/DTCSMF-Course-Specification-v1.0.pdf

BOOK A COURSE

 

Specialist Course – This is a 3-day instructor led course and focuses on a deep dive into the individual components of the Cisco Adoption VALUE Framework™. It really gets under the skin of how to apply it in the real world and has practical case-study based exercises to get the students performing the role of a CuSM. This course is not a prerequisite for the Digital Transformation Cisco Customer Success Manager certification, but it is highly recommended. There is no formal assessment within the content, but mastery of the concepts is tested via challenges at the end of each module. Key concepts of insertion, adoption, expansion, and friction-free renewals are covered, particularly as they relate to service or subscription-based product sales and deployments.

To download a full course specification document please visit:

www.vortex6.com/DTCSMS-Course-Specification-v1.0.pdf

BOOK A COURSE