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Cisco Customer Success Manager Sample Questions (Q112-Q117):
NEW QUESTION # 112
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A. Select
- B. Onboard
- C. Purchase
- D. Implement
Answer: C
Explanation:
The Customer Success Manager identifies the solution purchased during the Purchase stage of the lifecycle.
This is when the transaction is completed, and the details of the purchase are finalized, including the specific solutions that the customer has bought. References: The lifecycle stages of customer engagement typically include the Purchase stage as a key phase where the details of the transaction are recorded and acknowledged.
NEW QUESTION # 113
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)
- A. Conduct a discovery session to uncover their additional pain points.
- B. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
- C. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
- D. Present case studies that outline the benefits they achieved and highlight compelling metrics.
- E. Provide additional training on the current use case to drive adoption.
Answer: A,C
Explanation:
To gain commitment for additional use cases, it is effective to identify target outcomes that address known challenges and demonstrate how new use cases can help achieve them. Additionally, conducting a discovery session to uncover additional pain points can reveal opportunities for further use cases
NEW QUESTION # 114
How should a Customer Success Manager resolve a customer's skill gap for a new product?
- A. Create a blog post to publish on the company's engineering community website
- B. Allow the customer time to initiate action to address skill gaps on their terms
- C. Deliver skills required by role with associated training for the product
- D. Email a technical material link to customer stakeholders
Answer: C
Explanation:
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.
NEW QUESTION # 115
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
- A. people
- B. application
- C. tools
- D. platform
- E. process
Answer: A,E
NEW QUESTION # 116
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. customer annual report and quarterly business reviews
- B. detailed contract inventory
- C. support tickets reports and diagnostic information
- D. sales account plan
- E. questions to validate the interpreted analytical data
Answer: A,C
Explanation:
Prior to a meeting with the customer to discuss their adoption journey before the renewal, it's important to have the customer annual report and quarterly business reviews to understand the overall business health and past performance. Additionally, support tickets reports and diagnostic information are crucial to identify any issues the customer has faced and how they were resolved, which can inform the discussion on adoption and potential improvements
NEW QUESTION # 117
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