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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Success Plan Creation | 25% | - Success planning and goal setting - Customer journey mapping - Stakeholder engagement and alignment |
| Topic 2: Barrier Management | 25% | - Overcoming resistance and technical hurdles - Developing barrier removal strategies - Identifying adoption barriers |
| Topic 3: Customer Success Management | 20% | - Customer engagement and relationship building - Usage data interpretation and analysis - Continuous value orchestration |
| Topic 4: Renewals and Expansion | 15% | - Driving customer loyalty and growth - Renewal strategies and processes - Identifying expansion opportunities |
| Topic 5: Customer Success Industry Knowledge | 15% | - Customer Success trends and market dynamics - Customer lifecycle management - Value realization and business outcomes |
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NEW QUESTION # 166
In a cloud implementation scenario, what does the sales professional must take into consideration regarding the revenue of a business outcomes selling?
Answer: B
NEW QUESTION # 167
Why should a customer's success be documented?
Answer: D
Explanation:
Documenting a customer's success is crucial for providing awareness of the value achieved by the solution. This documentation helps in recognizing the benefits and outcomes that the customer has realized through the solution, which is essential for validating the investment and encouraging continued engagement
NEW QUESTION # 168
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company.
Which two opportunities can lead to advocacy? (Choose two.)
Answer: A,B
NEW QUESTION # 169
Which sources are used to identify customer barriers?
Answer: B
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 # 170
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
Answer: B
NEW QUESTION # 171
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