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Cisco Customer Success Manager Sample Questions (Q133-Q138):

NEW QUESTION # 133
Which list of components of a Customer Success Quarterly Success Review is common?

A. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
B. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
C. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the
next quarter
D. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

Answer: D

NEW QUESTION # 134
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?

A. Implement staff Super Users to provide feedback
B. Twice yearly student and staff surveys with two questions related to IT
C. Combination of tailored surveys and IT tools-based metrics
D. Measure the number of complaints raised by students

Answer: C

Explanation:
You would need to measure complaints by both student and staff, not just the complaints by the students.

NEW QUESTION # 135
Which activity reduces the risk of chum?

A. educating on product features
B. providing a discount on renewal
C. lowering the service level
D. expanding the customer footprint

Answer: D

NEW QUESTION # 136
What is the best reason for documenting your customer's success?

A. To establish KPI's that measure the success of your company's business
B. To provide awareness of the value achieved by the customer's purchased solution
C. To provide expansion opportunities for your sales team
D. To document roles and responsibilities for your project management

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 137
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

A. Ensure the escalation to technical specialists.
B. Offer the customer a discount because of their problems.
C. Establish a timeline of when a solution must be in place.
D. Request a meeting with customer executives.

Answer: A

Explanation:
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.

NEW QUESTION # 138
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