820-605 Exam Dumps - Cisco Customer Success Manager (CSM)

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

process

people

tools

platform

application

noting change in customer executive team

consulting the health index

providing training recommendations

reviewing installed base details

evaluating feedback from the customer operations team

customer, employee, partner, risk

business process, customer, financial, learning, growth

competition, culture, financial. IT systems

business outcomes, customer, employee, risk

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.

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.

providing solution optimization services

adding headcount to manage solution by the customer

training on existing features

hosting an executive review

increasing license count

Contact the services team and request that they reach out to the customer to address the solution

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will probably renew and you can address the issue after the renewal

consumption

organizational

financial

capability

sustainability

credibility

time to market

business growth

cost efficiency

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

The customer trusts that Cisco support will solve any issues.

The customer receives training for new products and services.

The customer recognizes the value of initial use case implementations.

The customer gives feedback about the purchased product.

The mature and fully deployed solution is running in production.

expanding the purchased solution

recognizing the value of the engagement

renewing the contract and subscription

validating deployment of the solution

risk management

market growth

sustainability

cost efficiency

data, health score, intuition

conversation, data, health score

intuition, observation, data

observation, conversation, data

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.