Cisco Updated 820-605 Exam Questions and Answers by cyrus

 The best reason for documenting your customer’s success is to provide awareness of the value achieved by the customer’s purchased solution. This documentation helps demonstrate the impact of the solution on the customer’s business. 

After learning that the customer’s team is evaluating a competitive solution, the Customer Success Manager should host a discovery session with stakeholders to understand their challenges and desired outcomes. This can help address any gaps in the current solution and prevent the customer from switching to a competitor. References: Customer Success strategies recommend engaging with customers to understand their needs and address any dissatisfaction proactively to prevent churn.

When a customer reaches the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain, the recommended action is to understand the architecture of the purchased solution. This understanding is crucial as it allows the customer to fully utilize the features and capabilities of the solution, ensuring they can optimize their network operations effectively. It also enables them to identify areas where they can improve efficiency and performance, which is essential for achieving the desired outcomes from their investment in the technology.

References:

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

•Lifecycle Advantage blog by Cisco, highlighting the importance of overcoming adoption barriers and helping customers progress through the lifecycle journey2.

•CSM Exam Overview on Cisco Learning Network, which outlines the knowledge and skills tested in the exam

The Customer Success Manager initially validates stakeholders during the onboarding stage34. This is a critical phase where the CSM establishes relationships with key stakeholders, understands their expectations, and begins to align the product’s capabilities with the customer’s business objectives.