Cisco Updated 820-605 Exam Questions and Answers by griffin

The first step a Customer Success Manager should take is to engage with the customer to understand their needs, goals, and the reasons they chose the solution. This direct engagement provides valuable insights that inform the Customer Success Plan and ensure alignment with the customer’s objectives. References: Best practices in customer success management emphasize the importance of customer engagement as the foundation for understanding the purpose behind a purchase.

A Quarterly Success Review is a conversation that outlines the key initiatives that are agreed upon in the success plan. It is an opportunity to review progress against the success plan and make any necessary adjustments. 

Two expectations of the Quarterly Success Review are to track key performance indicators or milestones and to align with the customer’s critical business objectives. These expectations ensure that the review is focused on measurable progress and alignment with the customer’s strategic goals1.

Two barriers to adoption within an organization are inadequate knowledge and skills, and organizational silos. Inadequate knowledge and skills refer to the lack of necessary training or expertise among employees to effectively use a new solution. Organizational silos occur when different departments or groups within an organization do not share information or collaborate effectively, which can hinder the adoption of new solutions across the organization