[2024] Verified 820-605 Dumps Q&As - 1 Year Free & Quickly Updates
Latest 2024 Realistic Verified 820-605 Dumps - 100% Free 820-605 Exam Dumps
Cisco 820-605 exam, also known as the Cisco Customer Success Manager exam, is a certification test offered by Cisco to validate the skills and knowledge of professionals in managing customer success. 820-605 exam assesses the ability of the candidates to develop and maintain relationships with customers, understand their needs and goals, and provide them with the best solutions to achieve their objectives. Cisco Customer Success Manager certification is designed to equip professionals with the necessary skills to drive customer adoption, retention, and expansion, and enhance their value to their organizations.
NEW QUESTION # 30
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
- A. Evaluate the customer's expertise in managing the purchased solution.
- B. Offer discounts on new products to gain the interest of the new leadership.
- C. Address and resolve all technical issues.
- D. Review the original business case and reassess desired outcomes with the new leadership
- E. Review the original sales proposal with the sales team.
Answer: A,D
NEW QUESTION # 31
What is the customer success objective of a Quarterly Success Review?
- A. Align work effort to outcomes.
- B. Introduce new products and services.
- C. Evaluate renewal contract.
- D. Create a success plan.
Answer: A
NEW QUESTION # 32
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. 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
- B. Engage the service delivery manager and request two days of free consultation for the customer
- C. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- D. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
Answer: A
NEW QUESTION # 33
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. product barrier
- B. technical barrier
- C. cultural barrier
- D. process barrier
- E. cost barrier
Answer: C,D
NEW QUESTION # 34
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
- A. operational
- B. business
- C. technical
- D. corporate culture
Answer: A
NEW QUESTION # 35
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. business
- B. technical
- C. data
- D. operational
Answer: A
NEW QUESTION # 36
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 CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- 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: A
Explanation:
Explanation/Reference: https://useriq.com/user-adoption-barriers/
NEW QUESTION # 37
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 # 38
Which action should a Customer Success Manager take when the product utilization score is not improving?
- A. Contact the product operations team to review the telemetry and offer insights to the customer.
- B. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
- C. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
- D. Review the support case history to identify product quality or customer education issues.
Answer: C
NEW QUESTION # 39
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Provide the customer with a chargeable deployment service
- B. Re-enforce the time to value of the solution
- C. Give the customer a discount on a future purchase
- D. Suggest that the customer replace their existing staff
Answer: B
NEW QUESTION # 40
What is the value proposition of customer success for customers?
- A. external publicity
- B. incremental rewards
- C. business vision support
- D. technical assistance prioritization
Answer: D
NEW QUESTION # 41
From a Customer Success perspective, why should the customer's health be monitored?
- A. to directly enable renewals
- B. to identify unused licenses so they can be addressed via a service improvement plan
- C. to provide the opportunity to address any changes in the customer's experience around the solution
- D. to give the customer valuable insight so they can automatically renew critical services on time
Answer: D
NEW QUESTION # 42
Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. Too many people are responsible, which leaves no clear leader.
- B. It is difficult to get a consensus or agreement with the number of roles accountable.
- C. Lack of sufficient expertise with minimal consulting stakeholders engaged.
- D. Running the risk of under communicating with too few stakeholders involved.
Answer: B
NEW QUESTION # 43
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. Understanding your customer's health directly enables renewals
- C. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: B
NEW QUESTION # 44
Which task drives advocacy with customer stakeholders?
- A. creating a stakeholder map
- B. creating a success story
- C. creating technical documentation
- D. creating a Customer Success Plan
Answer: D
NEW QUESTION # 45
Refer to the exhibit.
The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) 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 is too low to correctly measure the chance of their retention.
- B. The customers usage has seen a recent decline and the chance of them churning will be higher.
- C. The customer has increased usage, which shows a strong indicator of renewal.
- D. The customer has a high probability to renew and will include an expanded opportunity.
Answer: A
NEW QUESTION # 46
What is a purpose of a customer stakeholder map?
- A. to build a product roadmap
- B. to create a communication plan
- C. to establish a training plan
- D. to identify the critical elements of customer culture
Answer: B
NEW QUESTION # 47
Which outcome is the best that a Customer Success Manager can achieve for a customer?
- A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
- B. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- C. full adoption of all the technologies the customer purchased
- D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
Answer: A
NEW QUESTION # 48
......
820-605 Dumps PDF and Test Engine Exam Questions: https://actualtests.realvalidexam.com/820-605-real-exam-dumps.html
