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Cisco Customer Success Manager Sample Questions (Q65-Q70):

NEW QUESTION # 65
Which action should a Customer Success Manager take when the product utilization score is not improving?

• A. Review the support case history to identify product quality or customer education issues.
• B. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
• C. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
• D. Contact the product operations team to review the telemetry and offer insights to the customer.

Answer: B
NEW QUESTION # 66
You notice a decline over time in your customer's usage of your product. Which action do you consider?

• A. Tell the customer a new solution will soon be available
• B. Show the customer a comparison of the solution versus the competition
• C. Carefully tell the customer to get more people to use your product
• D. Re-assess the customer's business process and outline the capability of the solution

Answer: D
NEW QUESTION # 67
In which lifecycle stage would a lack of skilled resources be identified as a barrier?

• A. early-stage adoption
• B. late-stage adoption
• C. solution renewal
• D. sales proof of concept

Answer: D
NEW QUESTION # 68
Which of these is included in a success plan?

• A. confidential customer information
• B. customer business outcomes
• C. services cost
• D. customer HR processes

Answer: B
NEW QUESTION # 69
Which definition of customer success is true?

• A. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
• B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
• C. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
• D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

Answer: C
NEW QUESTION # 70
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