100% Guaranteed Results 820-605 Unlimited 124 Questions [2022]
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NEW QUESTION 66
What are two barriers to adoption within an organization? (Choose two.)
- A. centralized IT organization
- B. organizational silos
- C. agile development model
- D. solution implemented by partner
- E. inadequate knowledge and skills
Answer: B,E
NEW QUESTION 67
You notice a decline over time in your customer's usage of your product.
Which action do you consider?
- A. Show the customer a comparison of the solution versus the competition
- B. Re-assess the customer's business process and outline the capability of the solution
- C. Carefully tell the customer to get more people to use your product
- D. Tell the customer a new solution will soon be available
Answer: B
NEW QUESTION 68
Which definition of customer success is true?
- A. 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.
- B. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- C. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- D. 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.
Answer: D
NEW QUESTION 69
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. sustainability
- B. credibility
- C. risk management
- D. cost efficiency
- E. employee satisfaction
Answer: D,E
NEW QUESTION 70
Which Key Performance Indicators contribute to customer value achievements?
- A. profit and risk reduction
- B. employee usage and training volume
- C. product, services, and sales
- D. cost, time, and customer satisfaction
Answer: D
NEW QUESTION 71
Which two activities support Customer Success planning? (Choose two.)
- A. quality control
- B. service ticket tracking
- C. service delivery program management
- D. adoption barrier identification
- E. KPI tracking
Answer: C,D
NEW QUESTION 72
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: D
NEW QUESTION 73
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. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- D. full adoption of all the technologies the customer purchased
Answer: B
NEW QUESTION 74
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Run analysis on all the license types used by the customer on all platforms
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Provide trending information on license types B and D and share with all stakeholders
Answer: D
NEW QUESTION 75
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?
- A. capability
- B. consumption
- C. financial
- D. organizational
Answer: B
NEW QUESTION 76
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. sustainability
- B. credibility
- C. risk management
- D. cost efficiency
- E. employee satisfaction
Answer: D,E
NEW QUESTION 77
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?
- A. Provide break-fix support for technical problems experienced or observed by the customer.
- B. Provide a detailed cost structure for the management team.
- C. Provide training content to address current and existing barriers.
- D. Provide direct and in-depth technical expertise upon customer request.
Answer: D
NEW QUESTION 78
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 CIO define a clear IT strategy and implement the suggestions immediately.
- B. Have the CSM define how value should be measured at the end of the contract period.
- C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- D. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
Answer: C
NEW QUESTION 79
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. deployment of solution
- B. expansion of solution features
- C. renewal of solution subscription
- D. purchase of a new solution
- E. expansion of solution services
Answer: B,D
NEW QUESTION 80
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. value realization
- B. adoption barriers
- C. competitive differentiation
- D. customer budget
Answer: D
NEW QUESTION 81
Drag and Drop Question
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 82
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 83
Which action should be taken when new company leadership is forcing a competitor's solution?
- A. Recheck the value realized by the current solution.
- B. Demonstrate how the current solution is a lower-cost solution than competitors.
- C. Hold an executive briefing to evaluate risks of the proposed solution.
- D. Tell the new leadership about the long-standing relationship between two companies.
Answer: A
NEW QUESTION 84
Which two results of a successful customer onboarding stage are the most important? (Choose two )
- A. stakeholders identified
- B. account relationships identified
- C. organization chart discussed
- D. network diagrams discussed
- E. desired business outcomes discussed
Answer: C,E
NEW QUESTION 85
What are two barriers to adoption within an organization? (Choose two.)
- A. solution implemented by partner
- B. centralized IT organization
- C. organizational silos
- D. agile development model
- E. inadequate knowledge and skills
Answer: A,E
NEW QUESTION 86
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION 87
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 is three times bigger than in the traditional product selling.
- C. Revenue from this model is realized over a longer period of time.
- D. Revenue from this model could increase in a 25%.
Answer: C
NEW QUESTION 88
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 increased usage, which shows a strong indicator of renewal
- B. The customer's usage is too low to correctly measure the chance of their retention
- C. The customer's usage has seen a recent decline and the chance of them churning will be higher
- D. The customer has a high probability to renew and will include an expanded opportunity
Answer: C
NEW QUESTION 89
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. service introduction to confirm that they know how to submit service issues at the go live
- B. Quarterly Success Review build and delivery
- C. additional features that will align with the business outcomes
- D. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
Answer: B
NEW QUESTION 90
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Introduction to Cisco 820-605: Cisco Customer Success Manager Exam
This 820-605 exam test would test Field Engineers on their understanding of the FlexPod approach. This evaluation measures the candidate's awareness of configuring the FlexPod solution components and involves handling and troubleshooting certain components in a practical multi-hypervisor network. Around the same time, this analysis assesses the candidate's understanding of how the FlexPod approach aligns with the data center design.
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