Free Cisco 820-605 Practice Exam with Questions & Answers

The purpose of a customer stakeholder map is to create a communication plan that outlines how to engage with various stakeholders. It helps in understanding their influence, interests, and the dynamics between them, which is essential for effective communication and relationship management8.

When a customer’s usage is in decline, it is important to assess whether the solution still aligns with their desired outcomes and to review the implementation plan to ensure it is being executed effectively. This approach helps identify any gaps between the solution’s capabilities and the customer’s needs, as well as any issues in the implementation process that may be causing the decline in usage. References: Cisco Customer Success Manager documentation emphasizes the importance of aligning solutions with customer outcomes and regularly reviewing implementation plans to ensure success.

The correct answer is C, which highlights the shift towards subscription models in IT and the role of the Customer Success Manager (CSM) in ensuring customers achieve their business outcomes and realize value from their subscriptions. This trend is a key driver for companies to invest in Customer Success practices and roles, as the ongoing satisfaction and perceived value are critical in a subscription economy where customers have the flexibility to cancel services that do not meet their expectations

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 Success Plan is typically updated for the first time during the Onboard stage of the Customer Lifecycle. This is when the initial engagement with the customer begins, and the groundwork for the customer’s success with the product or service is laid out. 

 A high touch customer success experience is characterized by personalized and customized support, often involving regular one-on-one meetings with a dedicated customer success manager12. This model focuses on providing elite customers with a tailored experience that addresses their specific needs and challenges, ensuring they receive the highest level of service.

The Customer Success Manager is responsible for confirming the use cases targeted in a Customer Success Plan. They work closely with the customer to understand their needs and ensure that the plan aligns with the customer’s goals and the capabilities of the solution1.

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.

When a customer requests to maintain existing pricing during renewal risk analysis, it is typically associated with their budget constraints. The customer’s budget dictates their ability to spend and is a key consideration in renewal negotiations. References: Renewal risk analysis strategies that consider the customer’s budget as a primary factor when they request to maintain or reduce costs.

When noticing a decline in product usage, it’s important to re-assess the customer’s business process and ensure that the capabilities of the solution are well-aligned with their needs. This may involve identifying any changes in the customer’s operations or uncovering new challenges they are facing. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.