|Exam Name||Cisco Customer Success Manager (CSM)|
|Questions||124 Questions Answers With Explanation|
|Update Date||November 27,2023|
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The customer wants to improve operational expenditure and reduce the C02 footprint of theorganization. Which two business outcomes are critical to the company’s success?(Choose two.)
C. time to market
D. business growth
E. cost efficiency
Which two actions are critical when communicating with executives? (Choose two.)
A. Keep services as a primary topic
B. Focus on the value achieved
C. Incorporate the sales team’s plan
D. Target executive priorities
E. Focus on technical details
Which expense is an operating expense (OPEX)?
B. computer equipment
D. office improvements
What are two barriers of adoption in an organization? (Choose two.)
A. new product sales motion
B. lack of knowledge on solution
C. organizational announcements
D. implementation issues
E. hiring practices
What are two barriers to adoption within an organization? (Choose two.)
A. solution implemented by partner
B. agile development model
C. inadequate knowledge and skills
D. centralized IT organization
E. organizational silos
Which statement describes an end user adoption barrier?
A. There are insufficient licenses for additional staff from a newly acquired company to usethe solution.
B. The CIO insists on conducting training for all heads of department before deploying thenew Collaboration solution.
C. The budget is insufficient to implement the solution for a new branch of the business.
D. Staff refuses to change their habits and continues to use a noncompliant social mediaapplication to conduct business communications.
Why should a customer’s success be documented?
A. to establish KPIs that measure success
B. to provide awareness of the value achieved by the solution
C. to provide expansion opportunities for the sales team
D. to document roles and responsibilities for project management
During the past few months, the Customer Success Manager has been working onadoption sessions with all Network Security Staff from Company ABC. They had significantprogress in how administrators are using the solution, implementing best practices, andreducing by half the time they spend performing a repetitive task. However, in a recentconversation, upper management questioned the renewal of the solution subscription.Which barrier must the CSM overcome?
Which outcome is the best that a Customer Success Manager can achieve for a customer?
A. adoption of all the licenses and features the customer purchased leading to expansionto improve the customer’s business
B. full adoption of all the technologies the customer purchased
C. removing barriers so the customer achieves the fastest time to value possible from thesolution they purchased
D. ensuring the customers deployment teams and end users are trained and ready to adoptthe technology
A customer informs their Customer Success Manager that they are not realizing thesavings expected with their technology solution. The Customer Success Manageracknowledges the concern and takes ownership. Which action does the Customer SuccessManager take first?
A. Engage the service delivery manager and request two days of free consultation for thecustomer
B. Communicate to the technical customer center and request that an expert contact thecustomer to discuss the purchased solution
C. Escalate the situation to your manager and request a customer visit to understandconcerns and expectations
D. Check the account health report, review the expected outcomes in the success plan,and set up an internal meeting with the account team to discuss next steps