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Best Quality Cisco 820-605 Exam Questions
NEW QUESTION 59
In which stage does the Customer Success Manager initially validate stakeholders?
- A. purchase
- B. onboarding
- C. deployment
- D. utilization
Answer: B
NEW QUESTION 60
What are two barriers of adoption in an organization? (Choose two.)
- A. implementation issues
- B. new product sales motion
- C. hiring practices
- D. lack of knowledge on solution
- E. organizational announcements
Answer: A,D
NEW QUESTION 61
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- C. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- D. 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 adoption. The CSM advises and professional services team on the best services to position.
Answer: A
NEW QUESTION 62
Refer to the exhibit.
Which action must be taken by Customer Success Manager?
- A. Identify the adoption barriers.
- B. Review the financial index.
- C. Recommend expansion opportunities
- D. Develop a customer testimonial.
Answer: A
NEW QUESTION 63
What is the best method to measure customer consumption of technology?
- A. enterprise CRM and incident management
- B. telemetry and analytics
- C. content management
- D. recurring revenue management
Answer: B
Explanation:
Explanation
NEW QUESTION 64
Which of these is included in a success plan?
- A. customer business outcomes
- B. customer HR processes
- C. services cost
- D. confidential customer information
Answer: A,C
NEW QUESTION 65
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 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.
- C. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
Answer: D
NEW QUESTION 66
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. Combination of tailored surveys and IT tools-based metrics
- C. Implement staff Super Users to provide feedback
- D. Twice yearly student and staff surveys with two
Answer: A
NEW QUESTION 67
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. Tell the customer a new solution will soon be available.
- C. Show the customer a comparison of the solution versus the competition.
- D. Re-assess the customer's business process and outline the capability of the solution.
Answer: B
NEW QUESTION 68
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current configuration guide of the product solution
- B. current existing products that are being displaced by the solution
- C. KPI that will be improved by the new product solution
- D. product use case that will achieve the desired outcome
Answer: D
NEW QUESTION 69
Which definition of a use case is true?
- A. list of instructions that customer uses for their software
- B. list of actions or event steps that a customer uses
- C. comparison of the marketing description of what a product does to the customer's experience
- D. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
Answer: D
NEW QUESTION 70
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. additional features that will align with the business outcomes
- C. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
- D. Quarterly Success Review build and delivery
Answer: D
NEW QUESTION 71
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. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- B. 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
- C. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- D. Engage the service delivery manager and request two days of free consultation for the customer
Answer: B
NEW QUESTION 72
Which activity reduces the risk of chum?
- A. providing a discount on renewal
- B. educating on product features
- C. expanding the customer footprint
- D. lowering the service level
Answer: C
NEW QUESTION 73
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. Combination of tailored surveys and IT tools-based metrics
- D. Implement staff Super Users to provide feedback
Answer: A
Explanation:
Explanation
Explanation/Reference:
NEW QUESTION 74
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. Combination of tailored surveys and IT tools-based metrics
- D. Implement staff Super Users to provide feedback
Answer: A
NEW QUESTION 75
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