A CSM is building a journey map for a customer who is adopting a new project management tool. The map shows that the customer's satisfaction is high during the purchase phase but drops significantly during the first month of adoption. What is the most likely cause of this drop?

The customer is unhappy with the price of the product.

The customer is overwhelmed by the number of features and does not know where to start.

The customer's IT team is having trouble with the installation.

The customer's sales representative stopped communicating after the sale.

Which sequence correctly represents the typical customer journey stages from initial purchase through adoption?

Purchase → Value realization → Adoption → Onboarding

Onboarding → Purchase → Adoption → Value realization

Purchase → Onboarding → Adoption → Value realization

Purchase → Adoption → Onboarding → Value realization

Which element is typically included in a customer journey map?

The names of the sales team members

Customer emotions at each stage

A company has purchased a project management tool, but after three months, the CSM notices that only the project managers are using it, and they are using only the task assignment feature. The team members are still communicating via email. What should the CSM do first to drive broader adoption?

Show the project managers how to use the reporting features to demonstrate the tool's value.

Increase the frequency of training sessions for all team members.

Interview team members to understand why they are not using the tool and identify any barriers to adoption.

Recommend the company replace the tool with a simpler communication platform.

CiscoRenewals Manager

Domain 2Objective 3

2.3 Explain the Customer Journey (purchase Through Adopt) 700-805 Practice Questions (Page 6)

Part of the Customer Success domain, which accounts for 10% of the 700-805 exam. Cisco does not publish an official question count, but from its 90-minute exam (~35–60 total, ~4–6 in this domain), expect 1–1 from this objective — we provide 33 practice questions to prepare you well beyond it. (estimate)

33questions here

7free pages

8concepts

10%of the exam

Questions 26–30

26foundation · easy
Which of the following is a critical customer success touchpoint during the journey from purchase to adoption?
Select an answer first
27application · medium
A CSM is building a journey map for a customer who is adopting a new project management tool. The map shows that the customer's satisfaction is high during the purchase phase but drops significantly during the first month of adoption. What is the most likely cause of this drop?
Select an answer first
28foundation · easy
Which sequence correctly represents the typical customer journey stages from initial purchase through adoption?
Select an answer first
29foundation · easy
Which element is typically included in a customer journey map?
Select an answer first
30application · medium
A company has purchased a project management tool, but after three months, the CSM notices that only the project managers are using it, and they are using only the task assignment feature. The team members are still communicating via email. What should the CSM do first to drive broader adoption?
Select an answer first

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