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DTCSM - Coggle Diagram
DTCSM
Track 2: Customer Success Manager Fundamentals
Course: The different Categories of CSM
Course: The Key Skills Required by a CSM
Course: Driving Value - Understanding the Customer's World
Course: Driving Value - Focusing on Business Outcomes
Course: Driving Value - Executing a Value Conversation
Course: The CSM and Customer Analytics
Course: Health Score and Identifying Customer Value Gaps
Building Trust Relationships with Customers
Track 1 : Customer Success: What it is and why it is needed
Course: The Shift to a subscription Economy
Lesson: Introduction
Lesson: Public Cloud
Lesson: SaaS Model
Lesson: Examples of Software Companies
Lesson: Power Shift from Vendor to Purchaser
Lesson: Subscription Business Model Risk
Lesson: Technology Sales Motion Shifts: B2B and B2C
Lesson: Why Customers are moving Subscription
Course: Customer Engagement Journey
Lesson: Introduction
Lesson: Traditional Customer Engagement Journey
Lesson: Transaction vs Lifecycle Approach
Lesson: Customer Lifecycle Approach
Lesson: Customer Lifecycle; Cisco Example
Course: The role and value of Customer Success
Lesson: Define customer success
Lesson: Describe the value proposition of the CSM to both the customer and teh vendor
Lesson: Explain which activities the CSM should and should not do
Lesson: Introduction (Define customer success)
Lesson: CSM Role
Course: Common financial metrics used by Customer Success
Lesson: Introduction
Lesson: Capex vs Opex
Lesson: Customer Success Metrics