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Cisco Customer Success Manager Question and Answers

Cisco Customer Success Manager

Last Update May 14, 2024
Total Questions : 149

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Questions 1

The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company’s success? (Choose two.)

Options:

A.  

sustainability

B.  

credibility

C.  

time to market

D.  

business growth

E.  

cost efficiency

Discussion 0
Questions 2

What is the order of the key elements of process improvement for Customer Success?

Options:

A.  

measure, define, analyze, control, improve

B.  

define, measure, analyze, improve, control

C.  

define, analyze, measure, improve, control

D.  

analyze, define, measure, control, improve

Discussion 0
Questions 3

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

Options:

A.  

limited telemetry

B.  

purchase policy process

C.  

lack of common features

D.  

lack of communication

E.  

business misalignment

Discussion 0
Questions 4

Which type of KPI is of the most interest to Customer Success?

Options:

A.  

business KPIs that define progress to the Business Outcome

B.  

sales KPIs for revenue generation

C.  

IT services KPIs for operations

D.  

OPEX KPIs that define the operational costs of the company

Discussion 0
Questions 5

What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Options:

A.  

Review the bill of materials

B.  

Evaluate the Customer Success Plan

C.  

Collaborate with the sales team.

D.  

Engage with the customer

Discussion 0
Questions 6

Which perspectives are covered in a balanced scorecard?

Options:

A.  

customer, employee, partner, risk

B.  

business process, customer, financial, learning, growth

C.  

competition, culture, financial. IT systems

D.  

business outcomes, customer, employee, risk

Discussion 0
Questions 7

Which action should be taken when new company leadership is forcing a competitor’s solution?

Options:

A.  

Recheck the value realized by the current solution.

B.  

Demonstrate how the current solution is a lower-cost solution than competitors.

C.  

Hold an executive briefing to evaluate risks of the proposed solution.

D.  

Tell the new leadership about the long-standing relationship between two companies.

Discussion 0
Questions 8

Which expense is an operating expense (OPEX)?

Options:

A.  

payroll

B.  

computer equipment

C.  

software

D.  

office improvements

Discussion 0
Questions 9

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

Options:

A.  

Twice yearly student and staff surveys with two QUESTION NO:s related to IT

B.  

Measure the number of complaints raised by students

C.  

Combination of tailored surveys and IT tools-based metrics

D.  

Implement staff Super Users to provide feedback

Discussion 0
Questions 10

Which scenario represents a use case expand opportunity?

Options:

A.  

usage KPIs are on target entering the fourth quarter

B.  

supplementary training sessions are organized on existing features

C.  

solution management team adds headcount

D.  

endpoint security solution extended to cover data center servers in addition to laptops

Discussion 0
Questions 11

In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

Options:

A.  

Document the session, stakeholder interests, and metrics for leadership

B.  

Create a success plan to be reviewed with the customer at the next review meeting

C.  

Provide technical configuration for development

D.  

Discuss new opportunities and new products to purchase

Discussion 0
Questions 12

In which lifecycle stage would a lack of skilled resources be identified as a barrier?

Options:

A.  

sales proof of concept

B.  

late-stage adoption

C.  

early-stage adoption

D.  

solution renewal

Discussion 0
Questions 13

Which two actions are in adoption campaign? (Choose two.)

Options:

A.  

messaging to users on best practice approaches to their solution

B.  

messaging to stakeholders on new product releases

C.  

messaging to stakeholders on the new features of their solution

D.  

survey sent to all end users

E.  

renewal reminder to stakeholders

Discussion 0
Questions 14

Which adoption barrier results from failing to identify key stakeholders?

Options:

A.  

missing value of product roadmap

B.  

fragmented purchase

C.  

lack of resources

D.  

additional training requirements

Discussion 0
Questions 15

The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company’s success? (Choose two.)

Options:

A.  

risk management

B.  

employee satisfaction

C.  

cost efficiency

D.  

credibility

E.  

sustainability

Discussion 0
Questions 16

What is a barrier to adopting software tools?

Options:

A.  

limited resources

B.  

recurring cost

C.  

commercial decision

D.  

organization size

Discussion 0
Questions 17

What is the best reason for documenting your customer’s success?

Options:

A.  

To provide awareness of the value achieved by the customer’s purchased solution

B.  

To establish KPI’s that measure the success of your company’s business

C.  

To document roles and responsibilities for your project management

D.  

To provide expansion opportunities for your sales team

Discussion 0
Questions 18

Refer to the exhibit.

What is the problem with this RACI example?

Options:

A.  

Every task should have four people consulted.

B.  

No one has multiple roles.

C.  

More stakeholders should be involved.

D.  

Too many people are accountable for this task.

Discussion 0
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