By Duration: 120 minutes
Languages: English
Associated certification : Cisco Customer Success Manager Specialist
Exam overview
This exam tests a candidate’s knowledge and skills to develop and integrate solutions, identify adoption barriers and actions to remove them, implement adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities through the entire customer lifecycle.
Exam Description:
The Cisco Customer Success Manager v2.0 (CSM 820-605) is a 90-minute exam associated with the Customer Success Manager Certification. This exam tests a candidate’s knowledge and skills to develop and integrate solutions, identify adoption barriers and actions to remove them, implement adoption frameworks and interpret customer usage data while leading customers to renewals and cultivating new sales opportunities through the entire customer lifecycle.
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. To better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
15% 1.0 Customer Success Industry
1.1 Explain the key drivers creating the need for Customer Success
1.6 Explain different IT purchasing and consumption models
1.6.a Software licensing
1.6.b Service subscriptions
1.6.c Enterprise agreements
1.6.d CapEx vs OpEx
1.7 Identify the key metrics for customer success 1.7.a Leading indicators
1.7.b Lagging indicators
1.8 Explain the financial implication of the following metrics 1.8.a Churn
1.8.b Expand
1.8.c Renewal (MRR, ATR, LTV, ACV)
1.9 Describe customer engagement models based on customer segmentation
1.9.a High touch
1.9.b Virtual touch
1.9.c Digital touch
1.10 Describe the objectives of the Customer Success Manager
2.1 Identify the product or solution purchased
2.2 Identify key stakeholder roles
2.3 Validate the desired business outcome based on information obtained from key stakeholders
2.4 Identify critical success factors to connect to business outcomes
2.5 Analyze the account baseline to identify gaps 2.5.a Tools
2.5.b Process
2.5.c People
2.6 Analyze a customer health score 2.6.a Product Usage
2.6.b Product Quality
2.6.c Customer Sentiment
2.6.d Customer Financials
2.7 Describe the common elements of a customer success plan
2.8 Explain the purpose of targeted use cases
2.9 Identify the individuals and responsibilities within a RACI
2.10 Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement
3.1 Identify types of customer barriers 3.1.a Business
3.1.b Operational
3.1.c Technical
3.1.d Corporate Culture
3.2 Describe sources used to identify customer barriers 3.2.a Tools (telemetry, consumption data)
3.2.b Process
3.2.c People
3.3 Identify customer barriers 3.3.a Observation
3.3.b Conversation
3.3.c Data
3.4 Identify actions that impact time to value for common customer barriers 3.4.a Stalled or prolonged implementation
3.4.b Loss of a project sponsor
3.4.c Lack of product features
3.4.d Product quality or performance issues
3.4.e Product is not the right fit for the customer
4.1 Explain the elements of customer onboarding 4.1.a Deployment planning
4.1.b Priority success focus
4.1.c Timeline to value
4.1.d Feature matrix utilization
4.2 Explain the purpose of essential customer management activities 4.2.a Customer and industry observations
4.2.b Customer conversations and interactions
4.2.c Account data and scoreboard review
4.2.d Capturing moments of success
4.2.e Success Plan review
4.3 Explain communication needs of stakeholders 4.3.a Customer Executive
4.3.b Account Manager
4.3.c Customer User
4.3.d Services
4.3.e Business Unit
4.4 Describe the Quarterly Success Review process
4.5 Identify outcomes from a Quarterly Success Review
4.6 Identify opportunities for customers to act as advocates
5.1 Describe types of expand opportunities 5.1.a Additional features
5.1.b New use cases
5.1.c Additional User groups
5.1.d New solutions
5.1.e Change management services
5.2 Identify potential expansion opportunities across the customer lifecycle from a customer success plan
5.3 Create an adoption campaign to identify expand opportunities
5.4 Update customer success plan with expand opportunities
5.5 Explain the elements of a renewal risk analysis
5.6 Create mitigation plans that address risk factors
1.2 Define customer success (expected and unexpected value)
1.3 Explain the customer lifecycle journey
1.4 Compare customer success, customer support and sales
1.5 Explain the value proposition for customer success 1.5.a Vendor
1.5.b Customer
25% 2.0 Success Plan Creation
25% 3.0 Barrier Management
20% 4.0 Customer Success Management
15% 5.0 Expand Opportunities and Renewal
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QUESTION 1
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
A. 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.
B. 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.
C. 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.
D. 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.
Answer: C
QUESTION 2
Which list of components of a Customer Success Quarterly Success Review is common?
A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
Answer: B
QUESTION 3
Which definition of customer success is true?
A. It is the business methodology of ensuring that customers achieve their expected and unexpected
outcomes while using your product or service.
B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving
adoption and expansion.
C. It is the business methodology of ensuring that customers are always on the latest software releases and
subscription contracts so that they can focus on the core business activities that make them successful.
D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services,
marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
Answer: B
QUESTION 4
Which statement describes the difference between customer success and customer sales?
A. 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.
B. 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.
C. 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.
D. 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.
Answer: A
QUESTION 5
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
A. completion of customer training
B. confirmation of customer business outcomes
C. review of product roadmap
D. scheduling of Quarterly Success Review
E. agreement of key stakeholders
Answer: B,D
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