Overview

The Cisco Customer Success Manager Specialist (820-605 CSM) exam validates a candidate's knowledge and proficiency for the development and integration of solutions, recognizing the adoption barriers and steps to resolve them, implementing adoption frameworks and interpreting customer usage data. This certification provides a solid framework and a core set of skills to assist the candidates in delivering immediate value to his/her relationship with his/her customers.The examination is targeted at individuals who have gained experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology. It must be undertaken by the individuals who are preparing for the Cisco Customer Success Manager Specialist certification.Exam TopicsThe Cisco Customer Success Manager Specialist (820-605 CSM) Exam covers the following topics -Exam Topic 1 - Customer Success IndustryExplain the key drivers creating the need for Customer Success Define customer success (expected and unexpected value)Explain the customer lifecycle journey Compare customer success, customer support, and salesExplain the value proposition for customer success Explain different IT purchasing and consumption, models Identify the key metrics for customer successExplain the financial implication of the following metricsDescribe customer engagement models based on customer segmentationDescribe the objectives of the Customer Success ManagerExam Topic 2 - Success Plan CreationIdentify the product or solution purchasedIdentify key stakeholder rolesValidate the desired business outcome based on information obtained from key stakeholdersIdentify critical success factors to connect to business outcomesAnalyze the account baseline to identify gapsAnalyze a customer health scoreDescribe the common elements of a customer success planExplain the purpose of targeted use casesIdentify the individuals and responsibilities within a RACIExplain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievementExam Topic 3 - Barrier ManagementIdentify types of customer barriersDescribe sources used to identify customer barriersIdentify customer barriersIdentify actions that impact time to value for common customer barriersExam Topic 4 - Customer Success ManagementExplain the elements of customer onboardingExplain the purpose of essential customer management activitiesExplain the communication needs of stakeholdersDescribe the Quarterly Success Review processIdentify outcomes from a Quarterly Success ReviewIdentify opportunities for customers to act as advocates

Skills

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