Digital Transformation Specialist 820-605 Cisco Study Notes

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 The best method to measure customer consumption of technology is through telemetry and analytics. Telemetry involves the automatic recording and transmission of data from remote or inaccessible sources to an IT system in a different location for monitoring and analysis. Analytics is the systematic computational analysis of data or statistics. Together,they provide a comprehensive view of how customers are using technology

When a customer has technical questions at an onsite Quarterly Review meeting, the appropriate action for a Customer Success Manager (CSM) is to identify potential adoption challenges related to the technical questions and schedule a meeting to address these questions. This approach ensures that the customer’s concerns are acknowledged and that a dedicated session is arranged to provide thorough answers and solutions. It also allows the CSM to prepare adequately and involve the necessary technical resources to address the customer’s needs effectively.

The two critical actions when communicating with customer executives are targeting executive priorities and focusing on the value. When engaging with executives, it’s essential to align the conversation with their strategic priorities and demonstrate how the solutions or services can help achieve those priorities. Additionally, emphasizing the value that the services or products will bring to their business is crucial. This approach helps in establishing a connection with the executives’ business objectives and showcases the direct benefits of the offerings.

References:

•Cisco’s official page on Customer Success Manager certification1.

•Cisco Customer Success Manager (DTCSM) course details2.

•Cisco blog on breaking down silos to unlock the full potential of Customer Success3.