Cisco Customer Success Manager (CSM)

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This questions were last updated on November 16, 2024

Question 1 of 96

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

Service organizations must evolve from a ג€break fixג€ 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.

Correct Answer: C

As companies increasingly adopt subscription-based consumption models, customers have the flexibility to cancel their subscriptions if they do not perceive adequate business value and tangible outcomes from their investments. Therefore, companies need to ensure that their customers achieve their desired business outcomes promptly. This necessitates the role of a Customer Success Manager (CSM), who focuses on helping customers realize their business goals with the shortest time to value, ensuring customer satisfaction and retention.

Question 2 of 96

Which list of components of a Customer Success Quarterly Success Review is common?

results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Correct Answer: B

A common Quarterly Success Review typically includes evaluation and reflection on the results from the prior quarter, a review of agreed actions that have been completed, benchmarking against the market, and setting and confirming goals for the upcoming quarter. These elements provide a comprehensive overview of past performance, ensure accountability for previously agreed actions, offer context by comparing company performance with industry standards, and establish a clear plan moving forward.

Question 3 of 96

Which definition of customer success is true?

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

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.

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.

Correct Answer: A

Customer success is a business methodology that focuses on ensuring customers achieve their expected and potentially unexpected outcomes while using a company's product or service. This approach emphasizes the value and satisfaction customers receive, aiming to foster sustainable relationships and long-term loyalty.

Question 4 of 96

Which statement describes the difference between customer success and customer sales?

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.

Correct Answer: 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. This distinction highlights that sales focuses on the end goal of closing deals, whereas success focuses on ensuring the customer realizes the benefits and value of what they have purchased.

Question 5 of 96

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

Correct Answer: B, E

The primary goals of the initial customer meeting to onboard the customer into customer success include confirming the customer's business outcomes and agreeing on key stakeholders. Confirmation of business outcomes ensures that both parties are aligned on what success looks like and what they aim to achieve. Agreement of key stakeholders is crucial as it identifies who will be involved and accountable on both sides, facilitating smooth collaboration and communication throughout the process.