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| Section | Weight | Objectives |
|---|
| Topic 1: Customer Success Management | 20% | - Usage data interpretation and analysis - Customer engagement and relationship building - Continuous value orchestration
|
| Topic 2: Renewals and Expansion | 15% | - Identifying expansion opportunities - Driving customer loyalty and growth - Renewal strategies and processes
|
| Topic 3: Barrier Management | 25% | - Developing barrier removal strategies - Identifying adoption barriers - Overcoming resistance and technical hurdles
|
| Topic 4: Success Plan Creation | 25% | - Customer journey mapping - Success planning and goal setting - Stakeholder engagement and alignment
|
| 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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Cisco Customer Success Manager Sample Questions (Q31-Q36):
NEW QUESTION # 31
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. consumption gap
- B. organizational gap
- C. financial gap
- D. capability gap
Answer: A
NEW QUESTION # 32
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
- A. Establish a timeline of when a solution must be in place.
- B. Engage a specialist to identify a technical solution or workaround.
- C. Conduct an assessment of the business impact of the problem.
- D. Evaluate the availability of resources to work on the problem.
Answer: C
NEW QUESTION # 33
What is the best method to measure customer consumption of technology?
- A. content management
- B. recurring revenue management
- C. enterprise CRM and incident management
- D. telemetry and analytics
Answer: D
NEW QUESTION # 34
Which two outcomes are the primary goals when introducing the customer to Customer Success? (Choose two.)
- A. scheduling of Quarterly Success Review
- B. alignment of key stakeholders
- C. completion of customer training
- D. identification of customer business outcomes
- E. review of product roadmap
Answer: B,D
Explanation:
The primary goals when introducing the customer to Customer Success are B, the identification of customer business outcomes, and E, the alignment of key stakeholders. These outcomes ensure that the customer success efforts are aligned with the customer's business objectives and that all relevant parties are engaged in the success plan1.
NEW QUESTION # 35
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)
- A. Evaluation
- B. Experience
- C. Adoption
- D. Deployment
- E. Awareness
Answer: A,E
NEW QUESTION # 36
......
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