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NEW QUESTION 42
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Block all alternative chat and video collaboration systems.
- B. Have marketing write a blog post about the new solution.
- C. Encourage the customer to purchase updated endpoints.
- D. Advertise additional user training sessions throughout the organization.
- E. Conduct a survey to determine which collaboration solutions users are using.
Answer: D,E
NEW QUESTION 43
Which two actions are critical when communicating with executives? (Choose two).
- A. Focus on the value achieved.
- B. Focus on technical details.
- C. Target executive priorities
- D. Incorporate the sales team's plan.
- E. Keep services as a primary topic.
Answer: A,D
NEW QUESTION 44
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 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.
- D. 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.
Answer: D
NEW QUESTION 45
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )
- A. agreement of key stakeholders
- B. confirmation of customer business outcomes
- C. scheduling of Quarterly Success Review
- D. completion of customer training
- E. review of product roadmap
Answer: A,D
NEW QUESTION 46
Customer A has 120 000 employees and a meeting booking system that is 20 years old It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. cultural barrier
- B. process barrier
- C. cost barrier
- D. technical barrier
- E. product barrier
Answer: A,E
NEW QUESTION 47
Which two actions are an adoption campaign? (Choose two )
- A. messaging to stakeholders on the new features of their solution
- B. survey sent to all end users
- C. messaging to users on best practice approaches lo their solution
- D. renewal reminder to stakeholders
- E. messaging to stakeholders on new product releases
Answer: D,E
NEW QUESTION 48
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION 49
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
- A. successful contract renewal
- B. moments of success when the customer acknowledges progress
- C. continuing results based on unexpected value
- D. results that are not measurable
- E. green health scores over intermittent time periods
Answer: A,B
NEW QUESTION 50
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- B. Understanding your customer's health directly enables renewals
- C. It gives the customer valuable insight so they can automatically renew critical on time
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: B
NEW QUESTION 51
Which statement describes an end user adoption barrier?
- A. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- B. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- C. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- D. The budget is insufficient to implement the solution for a new branch of the business.
Answer: B
NEW QUESTION 52
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. business misalignment
- B. lack of common features
- C. lack of communication
- D. purchase policy process
- E. limited telemetry
Answer: C,E
NEW QUESTION 53
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- 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. 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.
Answer: C
NEW QUESTION 54
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. health score
- B. help desk data
- C. risk management
- D. telemetry
- E. training surveys
Answer: A,B
NEW QUESTION 55
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
- A. Evaluate the availability of resources to work on the problem.
- B. Conduct an assessment of the business impact of the problem.
- C. Engage a specialist to identity a technical solution or workaround.
- D. Establish a timeline of when a solution must be in place.
Answer: B
NEW QUESTION 56
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 57
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. initial user group identified and their use cases confirmed
- B. service introduction to confirm that they know how to submit service issues at the go live
- C. Quarterly Success Review build and delivery
- D. customer's stakeholders and their business outcomes
- E. additional features that will align with the business outcomes
Answer: A,D
NEW QUESTION 58
Which two outcomes are expansion opportunities within customer success? (Choose two )
- A. expansion of solution features
- B. deployment of solution
- C. purchase of a new solution
- D. expansion of solution services
- E. renewal of solution subscription
Answer: D,E
NEW QUESTION 59
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan.
- B. It provides the opportunity to address any changes in the customer's experience or actions around the solution.
- C. It gives the customer valuable insight so they can automatically renew critical services on time.
- D. Understanding your customer's health directly enables renewals.
Answer: D
NEW QUESTION 60
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled.
The other two solutions are in regular use in production How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
- B. Contact the services team and request that they reach out to the customer to address the solution.
- C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.
- D. No action is needed because the customer will probably renew and you can address the issue after the renewal.
Answer: C
NEW QUESTION 61
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- C. No action is needed because the customer will probably renew and you can address the issue after the renewal
- D. Contact the services team and request that they reach out to the customer to address the solution
Answer: A
NEW QUESTION 62
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 63
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution.
- B. Provide the customer with a chargeable deployment service.
- C. Give the customer a discount on a future purchase.
- D. Suggest that the customer replace their existing staff.
Answer: B
NEW QUESTION 64
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Topics of Cisco 820-605: Cisco Customer Success Manager Exam
candidates must know the exam topics before they start preparation. Because it will help them in hitting the core. Our 820-605 dumps will include the following topics:
Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology Outline
Describe the lifecycle approach to customer experience
Describe the tools that the Customer Success Manager uses to ensure the customer experience
Describe the role of the Customer Success Manager
Transition to Subscription Econo
- Impact of Customer Success on Business Practices
- Customer and Industry Trends
- Defining Customer Success and the CSM Role
Engaging the Customer for Succe
Engaging the Customer for Success Addressing Barriers
Customer Success Management Activiti
- Success Plan Elements
- Customer Success Management Activities
- Expand and Renewals
Cisco 820-605: Cisco Customer Success Manager Exam Certified Professional salary
The average salary of a Cisco 820-605 exam Certified Expert in
- Europe - 65,347 EURO
- India - 15,42,327 INR
- England - 65,632 POUND
- United State - 80,123 USD
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