[Jan 02, 2025] Get New 820-605 Practice Test Questions Answers
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NEW QUESTION # 39
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. deployment of solution
- B. renewal of solution subscription
- C. purchase of a new solution
- D. expansion of solution features
- E. expansion of solution services
Answer: D,E
NEW QUESTION # 40
What are two examples of expand opportunities? (Choose two.)
- A. providing solution optimization services
- B. training on existing features
- C. adding headcount to manage solution by the customer
- D. hosting an executive review
- E. increasing license count
Answer: A,B
NEW QUESTION # 41
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
- A. Account Manager
- B. Delivery Team
- C. Customer Success Specialist
- D. Customer Success Manager
Answer: D
NEW QUESTION # 42
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. technical
- B. business
- C. data
- D. operational
Answer: B
NEW QUESTION # 43
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's usage has seen a recent decline and the chance of them churning will be higher
- B. The customer has a high probability to renew and will include an expanded opportunity
- C. The customer's usage is too low to correctly measure the chance of their retention
- D. The customer has increased usage, which shows a strong indicator of renewal
Answer: A
NEW QUESTION # 44
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. Measure the number of complaints raised by students
- B. Twice yearly student and staff surveys with two QUESTIONs related to IT
- C. Implement staff Super Users to provide feedback
- D. Combination of tailored surveys and IT tools-based metrics
Answer: A
NEW QUESTION # 45
Which two options are reasons why effective communications is key to success? (Choose two.)
- A. It allows other strengths to create maximum impact.
- B. Can help lessen the impact of business weakness.
- C. It allows effective interaction between stakeholders.
- D. Can help mitigate the intrinsic risks within negotiation.
Answer: B,C
NEW QUESTION # 46
You notice a decline over lime in your customer's usage of your product. Which action do you consider?
- A. Carefully tell the customer to get more people to use your product.
- B. Re-assess the customer's business process and outline the capability of the solution.
- C. Tell the customer a new solution will soon be available.
- D. Show the customer a comparison of the solution versus the competition.
Answer: C
NEW QUESTION # 47
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A. Select
- B. Implement
- C. Onboard
- D. Purchase
Answer: A
NEW QUESTION # 48
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)
- A. Conduct a discovery session to uncover their additional pain points.
- B. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
- C. Present case studies that outline the benefits they achieved and highlight compelling metrics.
- D. Provide additional training on the current use case to drive adoption.
- E. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
Answer: A,B
Explanation:
To gain commitment for additional use cases, it is effective to identify target outcomes that address known challenges and demonstrate how new use cases can help achieve them. Additionally, conducting a discovery session to uncover additional pain points can reveal opportunities for further use cases
NEW QUESTION # 49
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. initial user group identified and their use cases confirmed
- B. service introduction to confirm that they know how to submit service issues at the go live
- C. additional features that will align with the business outcomes
- D. Quarterly Success Review build and delivery
- E. customer's stakeholders and their business outcomes
Answer: B,E
NEW QUESTION # 50
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)
- A. Experience
- B. Deployment
- C. Awareness
- D. Adoption
- E. Evaluation
Answer: C,E
NEW QUESTION # 51
What is the order of the key elements of process improvement for Customer Success?
- A. define, analyze, measure, improve, control
- B. define, measure, analyze, improve, control
- C. analyze, define, measure, control, improve
- D. measure, define, analyze, control, improve
Answer: B
Explanation:
The order of the key elements of process improvement for Customer Success is to define, measure, analyze, improve, and then control to ensure continuous improvement andsustainability of the changes made. References: The DMAIC (Define, Measure, Analyze, Improve, Control) process improvement cycle, which is a data-driven improvement cycle used for improving, optimizing, and stabilizing business processes and designs.
NEW QUESTION # 52
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:
Explanation:
A blue rectangular sign with black text Description automatically generated
NEW QUESTION # 53
What is an objective of the Customer Success Manager?
- A. make decisions on behalf of the customer to reduce time to value
- B. help customers recognize the self-service model
- C. solve customer problems to attain business outcomes
- D. train customers to ensure they understand the full capabilities of the solution
Answer: C
NEW QUESTION # 54
What is the value proposition of customer success for customers?
- A. reduction of risk
- B. reduced time to value
- C. impacting business outcomes
- D. expansion opportunities
Answer: C
NEW QUESTION # 55
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?
- A. Utilize people to focus your customers in a 1 many customer success experience.
- B. Utilize the service team to form a larger internal team to lead the engagement.
- C. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
- D. Utilize a digital engagement so all your customers experience the touch of customer success.
Answer: D
NEW QUESTION # 56
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. initial user group identified and their use cases confirmed
- C. additional features that will align with the business outcomes
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. customer's stakeholders and their business outcomes
Answer: A,E
NEW QUESTION # 57
What arethetwo expected outcomes of the customer onboard stage? (Choose two.)
- A. stakeholders identified
- B. opportunities for advocacy shared
- C. business outcomes with KPI metrics identified
- D. training sessions for end users planned
- E. network diagrams provided
Answer: A,C
Explanation:
The expected outcomes of the customer onboard stage include identifying stakeholders who will be involved in or affected by the implementation of the solution, and defining the business outcomes along with the Key Performance Indicators (KPIs) that will be used to measure success. These steps are crucial for setting clear expectations and for tracking progress towards achieving the desired results. References: Cisco Customer Success Manager documentation, which outlines the onboarding process and the importance of stakeholder engagement and outcome definition.
NEW QUESTION # 58
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. scheduling of Quarterly Success Review
- B. agreement of key stakeholders
- C. confirmation of customer business outcomes
- D. review of product roadmap
- E. completion of customer training
Answer: B,C
NEW QUESTION # 59
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. cost efficiency
- C. employee satisfaction
- D. risk management
- E. credibility
Answer: B,C
NEW QUESTION # 60
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
- A. Perform a marketing campaign and share the roadmap of new products.
- B. Provide recommendations for training or suggest new features based on data analysis.
- C. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
- D. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
Answer: B
NEW QUESTION # 61
Which type of KPl is of the most interest to Customer Success?
- A. sales KPIs for revenue generation
- B. business KPIs that define progress to the Business Outcome
- C. OPEX KPIs that define the operational costs of the company
- D. IT services KPIs for operations
Answer: B
NEW QUESTION # 62
What is a purpose of a customer stakeholder map?
- A. to create a communication plan
- B. to build a product roadmap
- C. to identify the critical elements of customer culture
- D. to establish a training plan
Answer: A
NEW QUESTION # 63
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. renewal of solution subscription
- C. purchase of a new solution
- D. deployment of solution
- E. expansion of solution features
Answer: D,E
NEW QUESTION # 64
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