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课程主页: https://www.udemy.com/course/cisco-csm-practice-tests-820-605/
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课程名称：Cisco CSM 练习测试（820-605） 概述：Cisco客户成功经理专家（820-605 CSM）考试验证考生在解决方案开发和集成方面的知识与能力，识别客户采用障碍及其解决步骤，实施采用框架以及解读客户使用数据。本认证提供了一个坚实的框架和核心技能，帮助考生为与客户的关系提供即时价值。该考试面向那些有经验与客户合作以通过技术实施来确定、衡量和交付商业成果的个人。准备获得Cisco客户成功经理专家认证的个人必须参加此考试。 考试主题： 1. 客户成功行业 - 解释推动客户成功需求的关键因素 - 定义客户成功（预期和意外价值） - 解释客户生命周期旅程 - 比较客户成功、客户支持和销售 - 解释客户成功的价值主张 - 识别IT采购和消费模型 - 确定客户成功的关键指标 - 解释关键指标的财务影响 - 描述基于客户细分的客户参与模型 - 说明客户成功经理的目标 2. 成功计划创建 - 识别购买的产品或解决方案 - 确定关键利益相关者角色 - 根据从关键利益相关者获得的信息验证预期商业成果 - 确定与商业成果相关的关键成功因素 - 分析账户基线以识别差距 - 分析客户健康评分 - 描述客户成功计划的共同要素 - 解释有针对性的用例的目的 - 确定RACI中的人员及职责 - 解释结果、关键绩效指标（KPI）和指标如何促进客户价值实现 3. 障碍管理 - 识别客户障碍类型 - 描述识别客户障碍所用的来源 - 确定客户障碍 - 识别影响客户障碍常见的时间价值的行动 4. 客户成功管理 - 解释客户入职的要素 - 解释基本客户管理活动的目的 - 描述利益相关者的沟通需求 - 说明季度成功回顾流程 - 确定季度成功回顾的结果 - 识别客户作为倡导者的机会 通过参与该课程，考生将能掌握客户成功管理的关键技能和知识，为实现客户商业成果提供支持。
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
