Cisco Customer Success Manager (DTCSM) — Question 1

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?

Answer 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

Correct answer: B

Explanation

The correct answer is B because creating a success plan is a crucial next step to ensure alignment with the customer's goals and facilitate the upcoming review. Option A, while important, is more of a documentation task rather than a proactive step. Option C focuses on technical aspects rather than strategic planning, and option D diverts from immediate customer success to sales.