Digital Transformation Specialist 820-605 Book

The Customer Success Manager works directly with customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions. They play a pivotal role in guiding customers to realize the full value of their investments5.

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.

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.

 A technical adoption barrier is the lack of integration with other products. This barrier occurs when the new technology does not easily integrate with the customer’s existing systems, causing difficulties in adoption5.