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Cisco Customer Success Manager Sample Questions (Q13-Q18):

NEW QUESTION # 13
Which task drives advocacy with customer stakeholders?

A. creating a success story
B. creating technical documentation
C. creating a stakeholder map
D. creating a Customer Success Plan

Answer: A

NEW QUESTION # 14
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A. business
B. technical
C. data
D. operational

Answer: A

Explanation:
The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.

NEW QUESTION # 15
Which Quarterly Success Review outcome is relevant for the customer?

A. aligned business priorities and outcomes
B. on-time delivery of services
C. decrease in the number of Priority 1 cases
D. coverage of the install base has risen to 95%

Answer: A

NEW QUESTION # 16
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

A. number of incidents reported or number of compliance issues
B. number of activities completed or increase in direct time
C. reduction in headcount or operational support costs
D. increase in new subscribers or increase in end users
E. customer and employee feedback

Answer: A

NEW QUESTION # 17
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. financial gap
B. consumption gap
C. organizational gap
D. capability gap

Answer: C

NEW QUESTION # 18
......

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