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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Success Industry and Framework | 15% | - Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success - Cisco customer success methodology |
| Topic 2: Success Plan Creation and Development | 25% | - Customer discovery and requirement analysis - Defining measurable business outcomes and success criteria - Building comprehensive success plans - Aligning solutions with customer goals |
| Topic 3: Adoption Barrier Identification and Management | 25% | - Monitoring and reporting adoption progress - Strategies to remove or mitigate adoption obstacles - Implementing adoption acceleration frameworks - Identifying technical, operational, and organizational barriers |
| Topic 4: 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 |
| Topic 5: Customer Lifecycle Management and Value Realization | 20% | - Engagement models and touchpoints across the lifecycle - Health score assessment and risk management - Usage data analysis and insight generation - Demonstrating value and ROI to customers |
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NEW QUESTION # 135
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
Answer: B
Explanation:
The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.
NEW QUESTION # 136
Refer to the exhibit. Which initial action does a Customer Success Manager take?
Answer: D
NEW QUESTION # 137
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
Answer: C
Explanation:
The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes.
NEW QUESTION # 138
What are two examples of expand opportunities? (Choose two.)
Answer: B,D
NEW QUESTION # 139
The customer wants to increase the number of services in their portfolio and improve the time to launch these services.
Which two business outcomes are appropriate? (Choose two )
Answer: B,C
NEW QUESTION # 140
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