Cisco Customer Success Manager (DTCSM) — Question 72

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

Answer options

• A. Contact the services team and request that they reach out to the customer and address the solution
• B. Make the renewals manager aware that the one solution is not fully implemented
• C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
• D. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal

Correct answer: C

Explanation

Option C is correct because it involves proactively understanding the customer's situation, which can help ensure a successful renewal. Option A does not directly address the customer's needs or concerns. Option B informs someone but does not take action to resolve the issue. Option D is risky, as assuming the customer will renew without addressing their concerns might lead to losing their business.