820-605 Exam - Cisco Customer Success Manager

NEW QUESTION 1
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

• A. It provides the opportunity to address any changes in the customer’s experience or actions around the solution
• B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
• C. Understanding your customer’s health directly enables renewals
• D. It gives the customer valuable insight so they can automatically renew critical on time

Answer: C

NEW QUESTION 2
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. risk management
• B. credibility
• C. business growth
• D. cost efficiency
• E. sustainability

Answer: CE

NEW QUESTION 3
Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

• A. descriptive
• B. diagnostic
• C. prescriptive
• D. predictive

Answer: B

NEW QUESTION 4
Which two results of a successful customer onboarding stage are the most important? (Choose two.)

• A. organization chart discussed
• B. account relationships identified
• C. desired business outcomes discussed
• D. stakeholders identified
• E. network diagrams discussed

Answer: CD

NEW QUESTION 5
You notice a decline over time in your customer’s usage of your product. Which action do you consider?

• A. Tell the customer a new solution will soon be available
• B. Carefully tell the customer to get more people to use your product
• C. Re-assess the customer’s business process and outline the capability of the solution
• D. Show the customer a comparison of the solution versus the competition

Answer: C

NEW QUESTION 6
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. Quarterly Success Review build and delivery
• B. service introduction to confirm that they know how to submit service issues at the go live
• C. initial user group identified and their use cases confirmed
• D. customer’s stakeholders and their business outcomes
• E. additional features that will align with the business outcomes

Answer: AD

NEW QUESTION 7
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. Twice yearly student and staff surveys with two QUESTION NO:s related to IT
• B. Measure the number of complaints raised by students
• C. Combination of tailored surveys and IT tools-based metrics
• D. Implement staff Super Users to provide feedback

Answer: B

NEW QUESTION 8
You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

• A. Engage with the account team to understand the expansion opportunities
• B. Perform a deep analysis of all the sales orders to the past 24 months
• C. Build an understanding of your customer’s business and market trends and priorities
• D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

Answer: C

NEW QUESTION 9
Which type of KPI is of the most interest to Customer Success?

• A. business KPIs that define progress to the Business Outcome
• B. sales KPIs for revenue generation
• C. IT services KPIs for operations
• D. OPEX KPIs that define the operational costs of the company

Answer: A

NEW QUESTION 10
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.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 11
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 new product releases
• C. messaging to stakeholders on the new features of their solution
• D. survey sent to all end users
• E. renewal reminder to stakeholders

Answer: AC

NEW QUESTION 12
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. risk management
• B. employee satisfaction
• C. cost efficiency
• D. credibility
• E. sustainability

Answer: BC

NEW QUESTION 13
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. moments of success when the customer acknowledges progress
• B. successful contract renewal
• C. green health scores over intermittent time periods
• D. continuing results based on unexpected value
• E. results that are not measurable

Answer: AB

NEW QUESTION 14
What is the best reason for documenting your customer’s success?

• A. To provide awareness of the value achieved by the customer’s purchased solution
• B. To establish KPI’s that measure the success of your company’s business
• C. To document roles and responsibilities for your project management
• D. To provide expansion opportunities for your sales team

Answer: B

NEW QUESTION 15
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

• A. Utilize a digital engagement so all your customers experience the touch of customer success
• B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
• C. Utilize the service team to form a larger internal team to lead the engagement
• D. Utilize people to focus your customers in a 1:many customer success experience

Answer: A

NEW QUESTION 16
Which list of components of a Customer Success Quarterly Success Review is common?

• A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for thenext quarter
• B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
• C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
• D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Answer: C

NEW QUESTION 17
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. Contact the services team and request that they reach out to the customer to address the solution
• B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
• 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: B

NEW QUESTION 18
Which statement describes an end user adoption barrier?

• A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
• B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
• C. The budget is insufficient to implement the solution for a new branch of the business.
• D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer: D

NEW QUESTION 19
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

• A. KPI that will be improved by the new product solution
• B. current existing products that are being displaced by the solution
• C. current configuration guide of the product solution
• D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION 20
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