Cisco 820-605 - Cisco Customer Success Manager

An adoption campaign should focus on exploring additional use cases to achieve business outcomes. By identifying new ways the solution can be used, the campaign can highlight the versatility and added value of the product, leading to opportunities for expansion9.

Risk management is critical to reducing exposure to security events. It involves identifying, assessing, and controlling threats to an organization’s capital and earnings. Effective risk management ensures that the company can navigate security challenges successfully. References: Cisco Customer Success Manager documentation1.

An adoption campaign can identify expansion opportunities by notifying customers of new feature releases and providing free trial licenses for feature upgrades. These actions can encourage customers to explore additional functionalities and potentially adopt them, leading to expansion. References: Adoption campaign strategies that aim to increase customer engagement with new features and upgrades, potentially leading to expanded use of the solution.

To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must schedule a Quarterly Business Review with the new leadership team and review the original business case to reassess desired outcomes with them. These activities ensure alignment on expectations and provide an opportunity to address any concerns the new leadership may have67.

The value proposition of customer success for customers lies in supporting their business vision. Customer success helps customers to realize their business objectives and ensures that the solutions provided align with their strategic direction

Targeted use cases are specific scenarios that illustrate how a product or service can be used to achieve a particular goal or solve a specific problem. They help customers understand the practical application of a solution and how it can lead to the desired outcome1.

 The best method to measure customer consumption of technology is through telemetry and analytics. Telemetry involves the automatic recording and transmission of data from remote or inaccessible sources to an IT system in a different location for monitoring and analysis. Analytics is the systematic computational analysis of data or statistics. Together,they provide a comprehensive view of how customers are using technology

The next logical step to focus on for the customer’s lifecycle journey, after finalizing all solution planning and before deployment, is the customer’s stakeholders and their business outcomes. Understanding the stakeholders’ expectations and desired outcomes will guide the deployment process and ensure that it aligns with the customer’s strategic objectives.

Using a combination of tailored surveys and IT tools-based metrics allows for a comprehensive assessment of the new IT solution’s impact. Surveys provide qualitative insights into user satisfaction, while metrics offer quantitative data on usage and performance.