820-605 Cisco Customer Success Manager (CSM) Question and Answers

solution implemented by partner

agile development model

inadequate knowledge and skills

centralized IT organization

organizational silos

customer, employee, partner, risk

business process, customer, financial, learning, growth

competition, culture, financial. IT systems

business outcomes, customer, employee, risk

dashboard

SWOT

renewal contract

RACI

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

Recommend expansion opportunities.

Review the financial index.

Develop a customer testimonial.

Identify the adoption barriers.

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer’s current technical escalations.

Speak the internal contacts to understand the customer’s priorities and sentiment.

business KPIs that define progress to the Business Outcome

sales KPIs for revenue generation

IT services KPIs for operations

OPEX KPIs that define the operational costs of the company

cases escalated to technical support

expansion opportunities

customer’s desired outcomes

stakeholder map

Review the original sales proposal with the sales team.

Evaluate the customer’s expertise in managing the purchased solution.

Offer discounts on new products to gain the interest of the new leadership.

Address and resolve all technical issues.

Review the original business case and reassess desired outcomes with the new leadership

Conduct customer interviews to understand current adoption barriers and develop a solution plan.

Engage the sales team to upsell the solution and offer options and product diversity to the customer.

Review the support case history to identify product quality or customer education issues.

Contact the product operations team to review the telemetry and offer insights to the customer.

help desk data

health score

risk management

telemetry

training surveys

the success plan, the agreed priorities, and the planned outcomes

technical support cases in flight and support options

stakeholder mapping and planned training sessions

upcoming contract renewal and expansion opportunities

Talk to senior management to explain the benefits of success story creations.

Explain that this is a role metric that is needed to satisfy quotas.

Make the story for internal use only.

Offer the customer free products or services as an incentive.

capability gap

financial gap

consumption gap

organizational gap

Onboard

Use

Adopt

Implement

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

evaluating feedback from the customer operations team

providing training recommendations

reviewing installed base details

consulting the health index

noting change in customer executive team

telemetry and analytics

recurring revenue management

enterprise CRM and incident management

content management

Renewals Manager

Product Sales Specialist

Account Manager

Customer Success Manager

unreviewed Success Plan

unpaid invoice

loss of project sponsor

negative Net Promoter Score

Host a discovery session with stakeholders to identify challenges and desired outcomes.

Invites the stakeholders to attend technical training on different product use cases.

Educate the operations team on the features and capabilities of the existing solution.

Ensure the customer's procurement team is aware of the existing solution and its usage history.

incremental rewards

business vision support

technical assistance prioritization

external publicity

primary customer stakeholder

account team sales lead

customer enterprise architect

Customer Success Manager

Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

Recognize tools that compete with the expansion opportunity and offer discounts to switch.

Conduct a discovery session to uncover their additional pain points.

Provide additional training on the current use case to drive adoption.

Present case studies that outline the benefits they achieved and highlight compelling metrics.

Engage with the customer.

Review the bill of materials.

Collaborate with the sales team.

Evaluate the Customer Success Plan.

to create a communication plan

to build a product roadmap

to establish a training plan

to identify the critical elements of customer culture

Evaluate renewal contract.

Introduce new products and services.

Align work effort to outcomes.

Create a success plan.

measure, define, analyze, control, improve

define, measure, analyze, improve, control

define, analyze, measure, improve, control

analyze, define, measure, control, improve

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

product deployment

contract renewal

decrease in the number of problem reports

movement to evaluate stage

KPIs

Health Index Report

RACI

Stakeholder Map

creating a stakeholder map

creating a Customer Success Plan

creating technical documentation

creating a success story

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

Onboard

Purchase

Implement

Select

gaps in the account baseline

unused customer success support

lack of resources

loss of project sponsor

lack of expansion

usage KPIs are on target entering the fourth quarter

supplementary training sessions are organized on existing features

solution management team adds headcount

endpoint security solution extended to cover data center servers in addition to laptops

confidential customer information

customer business outcomes

customer HR processes

services cost

Provide the customer with access to the raw data to enable them to develop their own insights.

Appoint a customer representative to review the data and give specific suggestions.

Explain the limitations of the available reports and offer options to provide input to develop new reports.

Agree on a set of metrics and share the results and trend lines with recommendations for improvement.

accelerates customer value realization

challenges the status quo

drives adoption

shares industry trends