820-605 Questions Pass on Your First Attempt Dumps for Digital Transformation Specialist Certified
820-605 Practice Test Pdf Exam Material
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 exam dumps will include the following topics:
Describe the role of the Customer Success Manager
Describe the tools that the Customer Success Manager uses to ensure the customer experience
Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology Outline
Describe the lifecycle approach to customer experience
Transition to Subscription Econo
- Impact of Customer Success on Business Practices
- Defining Customer Success and the CSM Role
- Customer and Industry Trends
Engaging the Customer for Succe
Engaging the Customer for Success Addressing Barriers
Customer Success Management Activiti
- Expand and Renewals
- Success Plan Elements
- Customer Success Management Activities
Conclusion
Taking the Cisco 820-605 CSM exam will endorse you as a specialist in the Customer Success Management field. Although this profession is still in its inception, it is growing and evolving rapidly. Once you get the qualification, it paves the way for lots of opportunities in customer management. Your new endorsement will improve your relationship with clients and make them value your advice more.
NEW QUESTION 27
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?
- A. Implement staff Super Users to provide feedback
- B. Measure the number of complaints raised by students
- C. Combination of tailored surveys and IT tools-based metrics
- D. Twice yearly student and staff surveys with two
Answer: B
NEW QUESTION 28
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. Have marketing write a blog post about the new solution.
- B. Block all alternative chat and video collaboration systems.
- C. Advertise additional user training sessions throughout the organization.
- D. Encourage the customer to purchase updated endpoints.
- E. Conduct a survey to determine which collaboration solutions users are using.
Answer: C,E
NEW QUESTION 29
Drag and Drop Question
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 30
Refer to the exhibit. What does this health score indicate?
- A. The customer is unlikely to renew this license.
- B. The customer needs to consume more of this product.
- C. The customer is unlikely to advocate for this product.
- D. The customer needs to purchase more licenses.
Answer: C
NEW QUESTION 31
How are operating expenses (OpEx) different from capital expenses (CapEx)?
- A. OpEx has depreciation, while there is no deprecation with CapEx.
- B. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
- C. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
- D. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
Answer: D
NEW QUESTION 32
Which element evaluates a customer outcome?
- A. milestones
- B. metrics
- C. key performance indicators
- D. benchmarks
Answer: C
NEW QUESTION 33
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. expansion of solution features
- C. deployment of solution
- D. renewal of solution subscription
- E. expansion of solution services
Answer: A,B
NEW QUESTION 34
Which task drives advocacy with customer stakeholders?
- A. creating a success story
- B. creating a Customer Success Plan
- C. creating technical documentation
- D. creating a stakeholder map
Answer: B
NEW QUESTION 35
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Observe the online image of the customer.
- B. Review and update the success plan for ongoing activities.
- C. No action is necessary as long as the health index is green.
- D. Manage the service issues and escalations.
- E. Join the sales and marketing strategy meetings.
Answer: C,E
NEW QUESTION 36
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.
- B. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.
- C. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- D. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.
Answer: D
NEW QUESTION 37
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. benchmarks
- C. metrics
- D. key performance indicators
Answer: B
NEW QUESTION 38
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. customer's stakeholders and their business outcomes
- B. initial user group identified and their use cases confirmed
- C. Quarterly Success Review build and delivery
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. additional features that will align with the business outcomes
Answer: D
NEW QUESTION 39
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 40
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. employee satisfaction
- B. risk management credibility
- C. cost efficiency
- D. sustainability
Answer: A,C
NEW QUESTION 41
In a cloud implementation scenario, what does the sales professional must take into consideration regarding the revenue of a business outcomes selling?
- A. Revenue from this model is immediate.
- B. Revenue from this model could increase in a 25%.
- C. Revenue from this model is three times bigger than in the traditional product selling.
- D. Revenue from this model is realized over a longer period of time.
Answer: D
NEW QUESTION 42
Which definition of customer success is true?
- A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- B. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
- C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
Answer: D
Explanation:
Explanation/Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
NEW QUESTION 43
Why should a customer's success be documented?
- A. to provide awareness of the value achieved by the solution
- B. to document roles and responsibilities for project management
- C. to establish KPIs that measure success
- D. to provide expansion opportunities for the sales team
Answer: C
NEW QUESTION 44
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. market growth
- B. cost efficiency
- C. risk management
- D. sustainability
Answer: C
NEW QUESTION 45
Which two actions are in 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 stakeholders on new product releases
- D. renewal reminder to stakeholders
- E. messaging to users on best practice approaches to their solution
Answer: A,E
NEW QUESTION 46
Which list of components of a Customer Success Quarterly Success Review is common"?
- A. results from prior quarter, agreed actions completed benchmarking with the market, and confirm goals for next quarter
- B. results from prior quarter, services delivered, issues and open services cases, and confirm goals tor next quarter
- C. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- D. results from prior quarter, product roadmap proposed marketing new products, and confirm goals for the next quarter
Answer: A
NEW QUESTION 47
What are two barriers to adoption within an organization? (Choose two.)
- A. solution implemented by partner
- B. agile development model
- C. inadequate knowledge and skills
- D. centralized IT organization
- E. organizational silos
Answer: C,E
NEW QUESTION 48
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. lack of common features
- B. lack of communication
- C. purchase policy process
- D. limited telemetry
- E. business misalignment
Answer: B,D
NEW QUESTION 49
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's usage has seen a recent decline and the chance of them churning will be higher
- B. The customer has increased usage, which shows a strong indicator of renewal
- 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: A
NEW QUESTION 50
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. scheduling of Quarterly Success Review
- C. review of product roadmap
- D. completion of customer training
- E. confirmation of customer business outcomes
Answer: A,E
NEW QUESTION 51
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820-605 [Aug-2022] Newly Released] Exam Questions For You To Pass: https://actualtests.test4engine.com/820-605-real-exam-questions.html