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.