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| Topic | Description | Sample Questions |
|---|---|---|
| Customer Success Concepts | Understanding the fundamental principles of customer success, including definitions and objectives. | What is the primary goal of customer success? |
| Customer Journey | Understanding and mapping the customer’s journey from onboarding to renewal. | Describe the stages of the customer journey. |
| Customer Health and Metrics | Identifying key metrics and KPIs to measure customer health and success. | What are common KPIs used to assess customer health? |
| Engagement Techniques | Best practices for engaging with customers to ensure their success and satisfaction. | How can CSMs effectively engage with customers? |
| Adoption Barriers | Identifying and overcoming barriers to product adoption. | What are typical barriers to product adoption? |
| Renewal and Expansion | Strategies to drive contract renewals and identify expansion opportunities. | How can CSMs identify upsell opportunities? |
| Success Plans | Developing and executing customer success plans. | What elements should be included in a customer success plan? |
| Customer Advocacy | Building and leveraging customer advocates. | How can CSMs encourage customers to become advocates? |
| Technical Knowledge | Essential technical knowledge relevant to Cisco products and solutions. | What technical skills are important for a CSM? |
| Stakeholder Management | Managing relationships with internal and external stakeholders. | How can CSMs effectively manage stakeholders? |
| Escalation Management | Handling escalations and critical issues effectively. | What steps should be taken during a customer escalation? |
| Success Programs | Designing and implementing customer success programs. | What are the key components of a successful customer success program? |
| Tools and Technologies | Utilizing tools and technologies to support customer success activities. | Which tools are commonly used in customer success? |
| Case Studies and Real-world Scenarios | Applying knowledge through case studies and real-world scenarios. | How would you handle a scenario where a customer is unhappy with the product? |
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