Question 1

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

Options :

A : Research the best training available for this new technology and ensure as many IT staff as possible attend the training

B : Assign internal resources to develop and deliver training to the customer-s IT staff to ensure the project is successful

C : Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology

D : Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan

Answer: D

Question 2

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

Options :

A : Conduct customer interviews to understand current adoption barriers and develop a solution plan

B : Review the support case history to identify product quality or customer education issues

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: A

Question 3

Which two outcomes drive the value of subscriptions for customers? (Choose two.)

Options :

A : Consulting services

B : continuous access to innovation

C : bundling of software and hardware

D : Access to the latest capabilities

E : freeware offers

Answer: B,D

Question 4

What is the best method to measure customer consumption of technology?

Options :

A : recurring revenue management

B : enterprise CRM and incident management

C : content management

D : telemetry and analytics

Answer: D

Question 5

How does Cisco define AT R?

Options :

A : Contracts/subscriptions that are available to renew.

B : ATR is the sum of RR and iARR, minus the attrition rate.

C : Any customer agreement where attrition has been an issue.

D : Contracts/subscriptions that have attrition terms revoked.

Answer: A

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