When a customer reaches the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain, the recommended action is to understand the architecture of the purchased solution. This understanding is crucial as it allows the customer to fully utilize the features and capabilities of the solution, ensuring they can optimize their network operations effectively. It also enables them to identify areas where they can improve efficiency and performance, which is essential for achieving the desired outcomes from their investment in the technology.

References:

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

•Lifecycle Advantage blog by Cisco, highlighting the importance of overcoming adoption barriers and helping customers progress through the lifecycle journey2.

•CSM Exam Overview on Cisco Learning Network, which outlines the knowledge and skills tested in the exam

The exhibit shows that Product C is facing critical issues in the ‘Implement’ stage, as indicated by the red box, and at-risk conditions in the ‘Use’ stage, as shown by the orange box. These indicators suggest that there are significant barriers preventing the successful implementation and use of Product C. Therefore, the first priority must be to identify and document these barriers to develop a plan to overcome them and ensure the product’s success. References: Best practices in customer success management and product lifecycle management.

The financial implication of churn is reduced revenue. When customers discontinue their subscriptions or stop purchasing products, the company’s revenue decreases. References: Financial analyses related to customer churn highlight the direct impact on revenue, emphasizing the importance of retaining customers to maintain financial stability.

Expanding an endpoint security solution to cover additional assets like data center servers represents a use case expansion opportunity. This scenario indicates that the customer is extending the scope of their current solution to cover more of their infrastructure. References: Expansion opportunity identification techniques that look for scenarios where the application of a solution is broadened to new areas within the customer’s environment.

The concern for a Customer Success Manager within this task of the RACI matrix is that having too many people responsible can lead to confusion and a lack of clear leadership. In a RACI matrix, it is best practice to have only one person accountable for a task to ensure clear ownership and accountability. Multiple people marked as accountable could result in a diffusion of responsibility and inefficiency. References: The RACI matrix is a tool used to clarify roles and responsibilities in project management. It is important to have clear, singular accountability for each task to ensure effective execution and decision-making.

The first step in the mitigation plan should be to engage a specialist to identify a technical solution or workaround. This is because the problem is technical in nature, and a specialist would be best equipped to quickly find a solution that allows the call center agents to resume recording calls.

The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.