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. 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. Additionally, the CuSM plays an important role in expanding the provider's footprint, either by cross-selling of new capabilities or by increasing customer adoption, and, in this way, is a valuable revenue creator.
There are no prerequisites required for this certification. However, for candidates who have less than 2 years’ experience and are in need of foundational knowledge, Cisco recommends taking the following e-learning course before attempting this certification: Cisco Customer Success Manager Foundation (DTCSMF) v1.0
Candidates who have less than 2 years’ experience and are in need of foundational knowledge, Cisco recommends taking the following e-learning course before attempting this certification
The Cisco Customer Success Manager Specialist certification is valid for two years. To recertify, pass the current version of DTCSM exam.