Latest [Jun 20, 2024] Realistic Verified 820-605 Dumps
Pass Cisco 820-605 Exam Updated 152 Questions
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NEW QUESTION # 11
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to stakeholders on new product releases
- B. messaging to stakeholders on the new features of their solution
- C. survey sent to all end users
- D. renewal reminder to stakeholders
- E. messaging to users on best practice approaches to their solution
Answer: B,E
NEW QUESTION # 12
Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. It is difficult to get a consensus or agreement with the number of roles accountable.
- B. Running the risk of under communicating with too few stakeholders involved.
- C. Lack of sufficient expertise with minimal consulting stakeholders engaged.
- D. Too many people are responsible, which leaves no clear leader.
Answer: A
NEW QUESTION # 13
What are two expectations of the Quarterly Success Review? (Choose two.)
- A. Track key performance indicators or milestones.
- B. Negotiate the level of discount in a solution expansion.
- C. Consider upgrades to support existing solutions.
- D. Align with customer's critical business objectives.
- E. Offer additional license purchases.
Answer: A,D
NEW QUESTION # 14
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. confirmation of customer business outcomes
- B. scheduling of Quarterly Success Review
- C. completion of customer training
- D. agreement of key stakeholders
- E. review of product roadmap
Answer: A,D
Explanation:
You can't schedule a QSR unless the customer is already on board with the CSM process and to do that you need stakeholder agreement.
NEW QUESTION # 15
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. Examine solution pricing with the Renewals Manager.
- B. Review the original business case and reassess desired outcomes with the new leadership team.
- C. Create a new Health Index dashboard with the Sales team.
- D. Schedule Quarterly Business Review with the new leadership team.
- E. Evaluate the customer's expertise in managing the purchased solution.
Answer: B,E
NEW QUESTION # 16
Which outcome is the best that a Customer Success Manager can achieve for a customer?
- A. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- B. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- C. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
- D. full adoption of all the technologies the customer purchased
Answer: A
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 and address the solution
- B. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
- C. Make the renewals manager aware that the one solution is not fully implemented
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: D
NEW QUESTION # 18
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. increasing license count
- E. training on existing features
Answer: C,E
NEW QUESTION # 19
Which task drives advocacy with customer stakeholders?
- A. creating a stakeholder map
- B. creating a Customer Success Plan
- C. creating technical documentation
- D. creating a success story
Answer: D
NEW QUESTION # 20
Which analysis model is used to better understand the customer business environment?
- A. renewal contract
- B. RACI
- C. dashboard
- D. SWOT
Answer: D
NEW QUESTION # 21
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Have the CSM define how value should be measured at the end of the contract period.
- B. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- C. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
Answer: B
NEW QUESTION # 22
Which activity reduces the risk of churn?
- A. lowering the service level
- B. educating on product features
- C. providing a discount on renewal
- D. expanding the customer footprint
Answer: B
NEW QUESTION # 23
Which element evaluates a customer outcome?
- A. metrics
- B. benchmarks
- C. key performance indicators
- D. milestones
Answer: C
NEW QUESTION # 24
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
- A. Sales Engineer
- B. Technical Engineer
- C. Customer Success Specialist
- D. Solution Product Manager
Answer: B
Explanation:
The issue here is a technical one that is causing the adoption barrier so it would be technical specialist that would need to be engaged to help resolve this. The CSS could certainly be involved but when that person realised that the barrier was purely technical they should be engaging the technical specialist to resolve it.
NEW QUESTION # 25
In an onboarding session, introductions to new stakeholders were made, new KPIs were step does the Customer Success Manager take next?
- A. Document the session, stakeholder interests, and metrics for leadership.
- B. Create a success plan to be reviewed with the customer at the next review meeting.
- C. Discuss new opportunities and new products to purchase.
- D. Provide technical configuration for development.
Answer: A
NEW QUESTION # 26
In which stage does the Customer Success Manager initially validate stakeholders?
- A. utilization
- B. purchase
- C. onboarding
- D. deployment
Answer: A
NEW QUESTION # 27
What is a common indicator of customer health?
- A. customer satisfaction metric
- B. amount of money spent on the solution
- C. number of services purchased
- D. number of licenses purchased
Answer: A
NEW QUESTION # 28
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. Offer discounts on new products to gain the interest of the new leadership.
- B. Review the original sales proposal with the sales team.
- C. Address and resolve all technical issues.
- D. Review the original business case and reassess desired outcomes with the new leadership
- E. Evaluate the customer's expertise in managing the purchased solution.
Answer: D,E
NEW QUESTION # 29
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. adoption barriers
- B. competitive differentiation
- C. customer budget
- D. value realization
Answer: B
NEW QUESTION # 30
What should be the primary source of information about a customer's current adoption barriers?
- A. customer strategic goals
- B. bill of materials
- C. insight from the account team
- D. current industry trends
Answer: C
NEW QUESTION # 31
Which expense is aN operating expense (OPEX)?
- A. payroll
- B. software
- C. office improvements
- D. computer equipment
Answer: A
NEW QUESTION # 32
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