The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

To gain commitment for new use cases, a Customer Success Manager (CSM) must first understand the customer's broader business challenges beyond the initial implementation. Conducting a discovery session (C) is the foundational step to uncover these additional pain points and strategic goals. Once these needs are understood, the CSM can identify and propose new use cases that directly address these challenges. By demonstrating how a new use case helps achieve specific, targeted business outcomes (A), the CSM connects the technology's value to the customer's objectives, creating a compelling, data-driven argument for expansion.

B. Offering discounts is a reactive sales tactic focused on competition, not a proactive, value-based strategy for building commitment to a new use case.
D. This action focuses on deepening adoption of the current solution, which is important but does not directly generate commitment for new use cases.
E. While case studies provide social proof, they are generic. A direct discovery of the customer's specific pain points is more effective for gaining their unique commitment.

1. Cisco

820-605 CSM Exam Topics (Blueprint)

Version 1.0.

Section 4.1: Identify expansion opportunities. This section explicitly lists "Uncovering customer needs" and "Use case expansion" as key skills. This directly supports conducting discovery to uncover pain points (C) and then identifying a new use case to address them (A).

2. Cisco

Customer Success Manager (CSM) At-A-Glance

2020.

Page 1

"What does a Cisco CSM do?" section. The document states that a CSM's responsibilities include to "Align with customer on business objectives and success metrics" and "Identify opportunities for the customer to expand their use of Cisco solutions." This aligns with identifying outcomes (A) and uncovering needs to find expansion opportunities (C).

3. Cisco

Customer Experience (CX) for Partners

"The LAER Model: Land

Adopt

Expand

Renew".

Expand Phase Description. Official Cisco CX documentation describes the "Expand" phase as being focused on understanding the customer's business deeply enough to identify new problems that can be solved with additional solutions or use cases. This process inherently requires discovery (C) and aligning the proposed expansion to business value (A).