Free Practice Questions for Cisco 820-605 Exam

To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must address and resolve all technical issues that may be hindering adoption and review the original business case to reassess desired outcomes with the new leadership. These activities ensure that any obstacles to successful adoption are removed and that the new leadership’s goals and expectations are aligned with the solution’s capabilities

To improve the health index of Company A, the Customer Success Manager should focus on the areas where the scores are low. Given that Company A has a low Utilization Score, providing recommendations for training could help increase product usage. Additionally, suggesting new features that align with the company’s needs, based on data analysis, could enhance the perceived value of the product and improve the Health Index. References: Cisco Customer Success Manager documentation and best practices recommend focusing on training and feature adoption as key strategies for improving customer health scores and overall satisfaction.

 To resolve a customer’s skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer’s team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.

The role within a Customer Success organization that acts as a single contact point for a customer across multiple technologies is the Customer Success Manager. They are responsible for overseeing the customer’s journey with the company’s products and ensuring they achieve their desired outcomes.

 A high touch customer success experience is characterized by personalized and customized support, often involving regular one-on-one meetings with a dedicated customer success manager12. This model focuses on providing elite customers with a tailored experience that addresses their specific needs and challenges, ensuring they receive the highest level of service.

The best course of action to prepare for the first customer introduction meeting is to build an understanding of the customer’s business, market trends, and priorities. This knowledge will enable the Customer Success Manager to have a meaningful conversation with the customer, aligning the discussion with the customer’s strategic goals and industry context.

The Success Plan is typically updated for the first time during the Onboard stage of the Customer Lifecycle. This is when the initial engagement with the customer begins, and the groundwork for the customer’s success with the product or service is laid out. 

A Customer Success Manager (CSM) identifies the products and solutions purchased by a customer by baselining them with the account team. This involves reviewing the account history, understanding the customer’s current product usage, and aligning with the sales and account team to ensure a comprehensive understanding of the customer’s portfolio1.

To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must schedule a Quarterly Business Review with the new leadership team and review the original business case to reassess desired outcomes with them. These activities ensure alignment on expectations and provide an opportunity to address any concerns the new leadership may have67.