Cisco Updated 820-605 Exam Questions and Answers by poppie

The Customer Success Manager must identify the adoption barriers. The dashboard indicates areas where the engagement scores are low, which suggests that there are obstacles preventing the customer from fully utilizing and benefiting from the product. Identifying these barriers is the first step towards developing a strategy to increase adoption and customer success.

A lack of skilled resources would typically be identified as a barrier in the early-stage adoption of a lifecycle. This is when the initial implementation and user training occur, and the need for skilled resources is critical to ensure successful adoption

 A balanced scorecard covers perspectives on business process, customer, financial, and learning and growth to provide a comprehensive view of an organization’s performance. References: The Balanced Scorecard framework, which is widely used in strategic management to evaluate the overall performance of an organization across multiple dimensions.

When a customer’s usage is in decline, it is important to assess whether the solution still aligns with their desired outcomes and to review the implementation plan to ensure it is being executed effectively. This approach helps identify any gaps between the solution’s capabilities and the customer’s needs, as well as any issues in the implementation process that may be causing the decline in usage. References: Cisco Customer Success Manager documentation emphasizes the importance of aligning solutions with customer outcomes and regularly reviewing implementation plans to ensure success.