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| Section | Weight | Objectives |
|---|
| Topic 1: Renewal and Expansion Opportunities | 15% | - Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy
|
| Topic 2: Customer Lifecycle Management and Value Realization | 20% | - Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers - Usage data analysis and insight generation - Health score assessment and risk management
|
| Topic 3: 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
|
| Topic 4: Success Plan Creation and Development | 25% | - Customer discovery and requirement analysis - Defining measurable business outcomes and success criteria - Aligning solutions with customer goals - Building comprehensive success plans
|
| Topic 5: Customer Success Industry and Framework | 15% | - Core concepts and value of customer success - Cisco customer success methodology - Roles and responsibilities of a Customer Success Manager
|
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Cisco Customer Success Manager Sample Questions (Q25-Q30):
NEW QUESTION # 25
Which statement describes an end user adoption barrier?
- A. The budget is insufficient to implement the solution for a new branch of the business.
- B. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
Answer: D
NEW QUESTION # 26
Which factor delays time to value?
- A. negative Net Promoter Score
- B. loss of project sponsor
- C. unreviewed Success Plan
- D. unpaid invoice
Answer: B
NEW QUESTION # 27
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. Understanding your customer's health directly enables renewals.
- B. It gives the customer valuable insight so they can automatically renew critical services on time.
- C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan.
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution.
Answer: A
NEW QUESTION # 28
Which outcome is the best that a Customer Success Manager can achieve for a customer?
- A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
- B. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- C. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- D. full adoption of all the technologies the customer purchased
Answer: B
NEW QUESTION # 29
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. organizational gap
- B. capability gap
- C. financial gap
- D. consumption gap
Answer: D
Explanation:
The term for the gap between the features and functions that customers purchase and the features and functions that they use is consumption gap. This gap can indicate areas where customers may need additional support or training to fully utilize their purchase.
Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap
NEW QUESTION # 30
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