Cisco 820-605 Cisco Customer Success Manager (CSM) Exam Practice Test

comparison of the marketing description of what a product does to the customer’s experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

Consider upgrades to support existing solutions.

Track key performance indicators or milestones.

Offer additional license purchases.

Align with customer’s critical business objectives.

Negotiate the level of discount in a solution expansion.

Recheck the value realized by the current solution.

Demonstrate how the current solution is a lower-cost solution than competitors.

Hold an executive briefing to evaluate risks of the proposed solution.

Tell the new leadership about the long-standing relationship between two companies.

Evaluate the availability of resources to work on the problem.

Engage a specialist to identify a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

data, health score, intuition

conservation, data, health score

observation, conversation, data

intuition, observation, data

KPI that will be improved by the new product solution

current existing products that are being displaced by the solution

current configuration guide of the product solution

product use case that will achieve the desired outcome

To provide awareness of the value achieved by the customer’s purchased solution

To establish KPI’s that measure the success of your company’s business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

Renewals Manager

Product Sales Specialist

Account Manager

Customer Success Manager

business misalignment

purchase policy process

lack of communication

lack of common features

limited telemetry

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1:many customer success experience

Offer the customer a discount because of their problems.

Request a meeting with customer executives.

Establish a timeline of when a solution must be in place.

Ensure the escalation to technical specialists.

Publish a case study that presents the customer success story.

Identify lessons learned and see how the engagement time can be shortened.

Fully engage in a feature planning session for the future.

Review usage, potential roadblocks, and bottlenecks to product engagement.

gaps in the account baseline

unused customer success support

lack of resources

loss of project sponsor

lack of expansion

primary customer stakeholder

account team sales lead

customer enterprise architect

Customer Success Manager

expansion of solution features

renewal of solution subscription

purchase of a new solution

deployment of solution

expansion of solution services

They highlight the product differentiation from a competitor.

They define how a solution is applied to enable a desired outcome.

They function without the purchase of additional services.

They provide customers with ways to take advantage of additional features.

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

opportunities for advocacy shared

stakeholders identified

business outcomes with KPI metrics identified

training sessions for end users planned

network diagrams provided

cost

value

benefit

customer relationship

increase in the number of trained users

adoption of a product

development of a new product

increase in the net promoter score

unreviewed Success Plan

unpaid invoice

loss of project sponsor

negative Net Promoter Score

There are insufficient licenses for additional staff from a newly acquired company to use the solution.

The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

The budget is insufficient to implement the solution for a new branch of the business.

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

risk management

employee satisfaction

cost efficiency

credibility

sustainability

Allow the customer time to initiate action to address skill gaps on their terms

Create a blog post to publish on the company’s engineering community website

Deliver skills required by role with associated training for the product

Email a technical material link to customer stakeholders

number of services purchased

number of licenses purchased

customer satisfaction metric

amount of money spent on the solution

The Success Plan tracks the mean time to failure of the solution.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the number of technical support cases opened.

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer’s portfolio.

Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Share the company’s organizational chart with the support team.

Provide customers with relevant use cases for the purchased solution.

Ensure that the customer knows the point of contact for product training.

Clarify roles and responsibilities with the stakeholders.

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

moments of success when the customer acknowledges progress

successful contract renewal

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

make decisions on behalf of the customer to reduce time to value

train customers to ensure they understand the full capabilities of the solution

help customers recognize the self-service model

solve customer problems to attain business outcomes

to establish KPIs that measure success

to document roles and responsibilities for project management

to provide awareness of the value achieved by the solution

to provide expansion opportunities for the sales team

Keep services as a primary topic

Focus on the value achieved

Incorporate the sales team’s plan

Target executive priorities

Focus on technical details

providing solution optimization services

adding headcount to manage solution by the customer

training on existing features

hosting an executive review

increasing license count

Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

Provide recommendations for training or suggest new features based on data analysis.

Perform a marketing campaign and share the roadmap of new products.

Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

to create a communication plan

to build a product roadmap

to establish a training plan

to identify the critical elements of customer culture

customer budget

adoption barriers

value realization

competitive differentiation

identifying opportunities for sales expansion

driving full adoption of the company’s technology across all supported solutions

ensuring the customer has a success plan and is achieving each milestone in a timely manner

listening carefully to the customer’s feedback and taking actions so the company’s solutions can be improved

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

capability gap

financial gap

consumption gap

organizational gap

data

operational

business

technical