Cisco Customer Success Manager (DTCSM) — Question 45

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

Answer options

• A. Service organizations must evolve from a ג€break fixג€ business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
• B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
• C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
• D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

Correct answer: C

Explanation

The correct answer is C because in a subscription economy, ensuring that customers realize business value quickly is crucial to retaining them. Options A and D focus on service delivery and technology positioning, while B emphasizes the sales process rather than the long-term success of the customer.