Improved 820-605 Exams For Cisco Customer Success Manager Certification

NEW QUESTION 1
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 2
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 has a high probability to renew and will include an expanded opportunity
• B. The customer’s usage is too low to correctly measure the chance of their retention
• C. The customer has increased usage, which shows a strong indicator of renewal
• D. The customer’s usage has seen a recent decline and the chance of them churning will be higher

Answer: D

NEW QUESTION 3
Which statement describes the difference between customer success and customer sales?

• A. Customer sales is about selling solutions to meet business need
• B. Customer success is about getting customers to utilize those solutions to get the value they intended.
• C. 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.
• D. 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.
• E. Customer sales is about selling solutions to meet business need
• F. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Answer: A

NEW QUESTION 4
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

• A. increase in new subscribers or increase in end users
• B. number of incidents reported or number of compliance issues
• C. reduction in headcount or operational support costs
• D. customer and employee feedback
• E. number of activities completed or increase in direct time

Answer: E

NEW QUESTION 5
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 6
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 7
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which 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. Provide technical configuration for development
• D. Discuss new opportunities and new products to purchase

Answer: A

NEW QUESTION 8
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 9
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. Engage the service delivery manager and request two days of free consultation for the customer
• B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
• C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
• D. 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

Answer: D

NEW QUESTION 10
Which two actions are critical when communicating with executives? (Choose two.)

• A. Keep services as a primary topic
• B. Focus on the value achieved
• C. Incorporate the sales team’s plan
• D. Target executive priorities
• E. Focus on technical details

Answer: BD

NEW QUESTION 11
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. full adoption of all the technologies the customer purchased
• C. removing barriers so the customer achieves the fastest time to value possible from the solution theypurchased
• D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology

Answer: C

NEW QUESTION 12
Which method is directly associated with evaluating a customer outcome?

• A. milestones
• B. key performance indicators
• C. metrics
• D. benchmarks

Answer: D

NEW QUESTION 13
Which of these is included in a success plan?

• A. confidential customer information
• B. customer business outcomes
• C. customer HR processes
• D. services cost

Answer: BD

NEW QUESTION 14
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 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 key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

• A. 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 adoptio
• B. 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 purchas
• D. The CSM supports sales with use cases and testimonials for proposed solutions.
• E. IT is increasingly adopting new consumption model
• F. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realize
• G. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.
• H. The accelerated pace of innovation in the era of the Internet of Things confuses many customer
• I. A CSM helps sales position the right technologies that will accelerate success for their business.

Answer: C

NEW QUESTION 17
A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

• A. customer annual report and quarterly business reviews
• B. sales account plan
• C. detailed contract inventory
• D. QUESTION NO:s to validate the interpreted analytical data
• E. support tickets reports and diagnostic information

Answer: AD

NEW QUESTION 18
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 19
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 20
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 21
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