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| Section | Weight | Objectives |
|---|
| Topic 1: Customer Success Industry Knowledge | 15% | - Value realization and business outcomes - Customer Success trends and market dynamics - Customer lifecycle management
|
| Topic 2: Customer Success Management | 20% | - Usage data interpretation and analysis - Continuous value orchestration - Customer engagement and relationship building
|
| Topic 3: Barrier Management | 25% | - Identifying adoption barriers - Developing barrier removal strategies - Overcoming resistance and technical hurdles
|
| Topic 4: Renewals and Expansion | 15% | - Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
|
| Topic 5: Success Plan Creation | 25% | - Stakeholder engagement and alignment - Customer journey mapping - Success planning and goal setting
|
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Cisco Customer Success Manager Sample Questions (Q83-Q88):
NEW QUESTION # 83
Drag and Drop Question
The customer wants to increase the utilization of their video conferencing system.
Drag and drop the actions from the left into the correct sequence on the right.

Answer:
Explanation:

NEW QUESTION # 84
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)
- A. credibility
- B. business growth
- C. sustainability
- D. cost efficiency
- E. risk management
Answer: A,E
Explanation:
To increase market share and protect the brand's reputation, risk management and credibility are essential. Risk management helps in mitigating potential threats that can affect market share, while credibility establishes trust with customers and stakeholders, which is vital for brand reputation. References: Cisco Customer Success Manager documentation1.
NEW QUESTION # 85
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Block all alternative chat and video collaboration systems.
- B. Have marketing write a blog post about the new solution.
- C. Conduct a survey to determine which collaboration solutions users are using.
- D. Advertise additional user training sessions throughout the organization.
- E. Encourage the customer to purchase updated endpoints.
Answer: C,D
Explanation:
The Customer Success Manager should recommend conducting a survey to determine which collaboration solutions users are using to understand why there is a gap in engagement. Additionally, advertising additional user training sessions throughout the organization can help increase the utilization rate by ensuring users are aware of and know how to use the new solution.
NEW QUESTION # 86
What is the purpose of capturing moments of success with a customer?
- A. expanding the purchased solution
- B. recognizing the value of the engagement
- C. validating deployment of the solution
- D. renewing the contract and subscription
Answer: B
NEW QUESTION # 87
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:
Explanation:

NEW QUESTION # 88
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