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| Section | Weight | Objectives |
|---|---|---|
| Customer Success Industry and Framework | 15% | - Roles and responsibilities of a Customer Success Manager - Cisco customer success methodology - Core concepts and value of customer success |
| Success Plan Creation and Development | 25% | - Aligning solutions with customer goals - Customer discovery and requirement analysis - Building comprehensive success plans - Defining measurable business outcomes and success criteria |
| Customer Lifecycle Management and Value Realization | 20% | - Demonstrating value and ROI to customers - Engagement models and touchpoints across the lifecycle - Health score assessment and risk management - Usage data analysis and insight generation |
| Renewal and Expansion Opportunities | 15% | - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions |
| Adoption Barrier Identification and Management | 25% | - Identifying technical, operational, and organizational barriers - Strategies to remove or mitigate adoption obstacles - Monitoring and reporting adoption progress - Implementing adoption acceleration frameworks |
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NEW QUESTION # 154
What is the value proposition of customer success for customers?
Answer: A
NEW QUESTION # 155
Which sources are used to identify customer barriers?
Answer: C
Explanation:
The sources used to identify customer barriers include consumption data, customer budgeting process, and customer sentiment. These sources provide insights into how customers are using the product or service, their budgetary constraints, and their feelings towards the product or service. This information is critical for identifying any obstacles that might prevent customers from fully utilizing and gaining value from their purchases. By analyzing these aspects, Customer Success Managers can develop strategies to overcome these barriers and ensure customers are achieving their desired outcomes.
References:
*Cisco's official page on Customer Success Manager certification1.
*Cisco Customer Success Manager v2 exam topics, which outline the knowledge and skills tested in the exam2.
*Test Prep Training on 820-605 CSM - Customer Success Manager3.
NEW QUESTION # 156
What is the purpose of capturing moments of success with a customer?
Answer: D
NEW QUESTION # 157
Which action should a Customer Success Manager take when the product utilization score is not improving?
Answer: B
Explanation:
When the product utilization score is not improving, a Customer Success Manager should conduct customer interviews to understand the barriers to adoption and develop a plan to address them. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.
NEW QUESTION # 158
Which sources should be used to uncover customer barriers?
Answer: D
NEW QUESTION # 159
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