Free Practice Questions for Cisco 820-605 Exam

Customer Success Plan tracking can drive additional license purchases by demonstrating the value the solution provides through increased user productivity. When gains in productivity are tracked and communicated, it can justify the investment in additional licenses2.

The critical reports for the meeting with the Director of IT Policy and Governance to address the CIO’s dissatisfaction would include the number of users registered, the number of meetings user initiated, and the number of meetings user joined. These reports will provide insights into user engagement and utilization of the collaboration solution5.

The sources used to identify customer barriers include consumption data, customer budgeting process, and customer sentiment. These sources provide insights into how customers are using the product or service, their budgetary constraints, and their feelings towards the product or service. This information is critical for identifying any obstacles that might prevent customers from fully utilizing and gaining value from their purchases. By analyzing these aspects, Customer Success Managers can develop strategies to overcome these barriers and ensure customers are achieving their desired outcomes.

References:

•Cisco’s official page on Customer Success Manager certification1.

•Cisco Customer Success Manager v2 exam topics, which outline the knowledge and skills tested in the exam2.

•Test Prep Training on 820-605 CSM – Customer Success Manager3.

Capturing moments of success with a customer serves to recognize and celebrate the value of the engagement, reinforcing the positive impact of the solution and strengthening the relationship. References: Best practices in customer success management emphasize the importance of recognizing and documenting key achievements and milestones in the customer journey.

 The best outcome a Customer Success Manager can achieve for a customer is removing barriers so the customer achieves the fastest time to value possible from the solution they purchased. This ensures that the customer quickly realizes the benefits of their investment, leading to higher satisfaction and the potential for further expansion

Expanding an endpoint security solution to cover additional assets like data center servers represents a use case expansion opportunity. This scenario indicates that the customer is extending the scope of their current solution to cover more of their infrastructure. References: Expansion opportunity identification techniques that look for scenarios where the application of a solution is broadened to new areas within the customer’s environment.

The sources used to identify barriers include people, process, and tools. People refer to the stakeholders involved, process refers to the workflows and procedures in place, and tools refer to the technologies and resources available to support the customer success efforts

When new company leadership is considering a competitor’s solution, it is important to hold an executive briefing to evaluate the risks associated with the proposed solution. This action allows for a strategic discussion on the implications of switching solutions and ensures that the leadership is fully informed about the potential impact on the company’s operations and goals. References: Cisco Customer Success Manager documentation1.

After an onboarding session, the next step for a Customer Success Manager is to document the session, including stakeholder interests and metrics, for leadership. This ensures that there is a record of what was discussed and agreed upon, which can be referenced in future interactions and strategy planning.