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Exam 820-605 topic 1 question 118 discussion

Actual exam question from Cisco's 820-605
Question #: 118
Topic #: 1
[All 820-605 Questions]

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the next step the Customer Success Manager should take after this conversation?

  • A. Host a discovery session with stakeholders to identify challenges and desired outcomes.
  • B. Invites the stakeholders to attend technical training on different product use cases.
  • C. Educate the operations team on the features and capabilities of the existing solution.
  • D. Ensure the customer's procurement team is aware of the existing solution and its usage history.
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Suggested Answer: A 🗳️
by WesZ at July 1, 2023, 1:30 p.m.

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WesZ
10 months, 1 week ago
Selected Answer: A
A. Host a discovery session with stakeholders to identify challenges and desired outcomes. Hosting a discovery session with stakeholders is the best next step for the Customer Success Manager. The discovery session will allow the Customer Success Manager to gain a deeper understanding of the customer's needs, challenges, and desired outcomes. This information will help the Customer Success Manager to better understand why the customer is considering a competitive solution and what they hope to achieve with it.
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