820-605 Dumps 2021 - New Cisco 820-605 Exam Questions
Free 820-605 Braindumps Download Updated on Dec 16, 2021 with 105 Questions
Introduction to Cisco 820-605: Cisco Customer Success Manager Exam
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How to study the Cisco 820-605: Cisco Customer Success Manager Exam
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NEW QUESTION 46
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Run analysis on all the license types used by the customer on all platforms
Answer: D
NEW QUESTION 47
Refer to the exhibit.
What is the problem with this RACI example?
- A. More stakeholders should be involved.
- B. No one has multiple roles.
- C. Every task should have four people consulted.
- D. Too many people are accountable for this task.
Answer: D
NEW QUESTION 48
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to users on best practice approaches to their solution
- B. messaging to stakeholders on the new features of their solution
- C. messaging to stakeholders on new product releases
- D. renewal reminder to stakeholders
- E. survey sent to all end users
Answer: A,B
Explanation:
Explanation/Reference: https://support.totango.com/hc/en-us/articles/206811036-Putting-Customer-Success-Campaigns- Into-Action
NEW QUESTION 49
What are two examples of expand opportunities? (Choose two.)
- A. hosting an executive review
- B. adding headcount to manage solution by the customer
- C. providing solution optimization services
- D. training on existing features
- E. increasing license count
Answer: C,E
NEW QUESTION 50
What defines a use case?
- A. comparison of the marketing description of what a product does and the customer's experience.
- B. list of actions that define the interactions between a role and a system to achieve a goal.
- C. list of instructions customers use for their software.
- D. list of actions or event steps that a customer uses.
Answer: B
NEW QUESTION 51
What are two barriers Of adoption in an organization? (Choose two )
- A. implementation issues
- B. new product sales motion
- C. lack of knowledge on solution
- D. hiring practices
- E. organizational announcements
Answer: A,B
NEW QUESTION 52
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Customer Success Manager
- B. Renewals Manager
- C. Account Manager
- D. Product Sales Specialist
Answer: A
NEW QUESTION 53
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. benchmarks
- C. key performance indicators
- D. metrics
Answer: D
NEW QUESTION 54
What is the main objective of customer success?
- A. known and unknown features of our product and solutions
- B. customer's reduction of risk
- C. outcomes customers are trying to achieve
- D. customer's return on investment
Answer: C
NEW QUESTION 55
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)
- A. cost efficiency
- B. sustainability
- C. employee satisfaction
- D. business growth
- E. time to market
Answer: A,E
NEW QUESTION 56
Refer to the exhibit.
The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer has increased usage, which shows a strong indicator of renewal
- B. The customer's usage has seen a recent decline and the chance of them churning will be higher
- C. The customer's usage is too low to correctly measure the chance of their retention
- D. The customer has a high probability to renew and will include an expanded opportunity
Answer: B
NEW QUESTION 57
Which statement describes an end user adoption barrier?
- A. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- B. The budget is insufficient to implement the solution for a new branch of the business.
- C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- D. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
Answer: A
NEW QUESTION 58
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Review the bill of materials
- B. Collaborate with the sales team.
- C. Evaluate the Customer Success Plan
- D. Engage with the customer
Answer: D
NEW QUESTION 59
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?
- A. Engage the service delivery manager and request two days of free consultation for the customer
- B. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
- C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- D. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
Answer: B
NEW QUESTION 60
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. cost efficiency
- B. sustainability
- C. risk management
- D. market growth
Answer: C
NEW QUESTION 61
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
- A. Customer Success Manager
- B. Account Manager
- C. Customer Success Specialist
- D. Delivery Team
Answer: A
NEW QUESTION 62
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
- A. people
- B. process
- C. application
- D. platform
- E. tools
Answer: C,D
NEW QUESTION 63
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- B. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
- C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- D. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
Answer: C
NEW QUESTION 64
Which activity reduces the risk of chum?
- A. lowering the service level
- B. expanding the customer footprint
- C. educating on product features
- D. providing a discount on renewal
Answer: B
NEW QUESTION 65
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. cost efficiency
- B. sustainability
- C. market growth
- D. risk management
Answer: B
NEW QUESTION 66
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. reduction in headcount or operational support costs
- B. number of activities completed or increase in direct time
- C. customer and employee feedback
- D. number of incidents reported or number of compliance issues
- E. increase in new subscribers or increase in end users
Answer: B
NEW QUESTION 67
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. It provides the opportunity to address any changes in the customer's experience or actions around the solution
- C. Understanding your customer's health directly enables renewals
- D. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
Answer: C
Explanation:
Explanation/Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
NEW QUESTION 68
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. credibility
- C. sustainability
- D. business growth
- E. risk management
Answer: C,D
Explanation:
Explanation/Reference:
NEW QUESTION 69
Which list of components of a Customer Success Quarterly Success Review is common"?
- A. results from prior quarter, services delivered, issues and open services cases, and confirm goals tor next quarter
- B. results from prior quarter, product roadmap proposed marketing new products, and confirm goals for the next quarter
- C. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- D. results from prior quarter, agreed actions completed benchmarking with the market, and confirm goals for next quarter
Answer: D
NEW QUESTION 70
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