Cisco Customer Success Manager (DTCSM) — Question 69

What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Answer options

• A. Engage with the customer.
• B. Review the bill of materials.
• C. Collaborate with the sales team.
• D. Evaluate the Customer Success Plan.

Correct answer: A

Explanation

The correct answer is A because directly engaging with the customer allows the Customer Success Manager to gain insights into their motivations and needs regarding the solution. The other options, while potentially useful, do not provide direct feedback from the customer, which is essential for understanding the purchase rationale.