Latest 820-605 Pass Guaranteed Exam Dumps Certification Sample Questions [Q45-Q61]

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Latest 820-605 Pass Guaranteed Exam Dumps Certification Sample Questions

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The Cisco 820-605 CSM (Customer Success Manager) exam will earn you the Cisco Customer Success Manager Specialist certification. It is one of the specialist endorsements offered by Cisco. This test is focused on individuals who have spent enough time and resources working with clients to decide, measure, and convey business results through the execution of innovation. There are no specific prerequisites for this qualification, but you should know enough about the various domains and subdomains related to the final exam.

NEW QUESTION 45
Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

NEW QUESTION 46
Which action should betaken when new company leadership is forcing a competitor’s solution?

Recheck the value realized by the current solution.

Demonstrate how the current solution is a lower-cost solution than competitors.

Hold an executive briefing to evaluate risks of the proposed solution.

Tell the new leadership about the long-standing relationship between two companies.

When new company leadership is considering a competitor’s solution, it is important to hold an executive briefing to evaluate the risks associated with the proposed solution. This action allows for a strategic discussion on the implications of switching solutions and ensures that the leadership is fully informed about the potential impact on the company’s operations and goals. References: Cisco Customer Success Manager documentation1.

NEW QUESTION 47
What is the value proposition of customer success for customers?

incremental rewards

business vision support

technical assistance prioritization

external publicity

The value proposition of customer success for customers lies in supporting their business vision. Customer success helps customers to realize their business objectives and ensures that the solutions provided align with their strategic direction

NEW QUESTION 48
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)

Deployment

Adoption

Awareness

Evaluation

Experience

NEW QUESTION 49
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

NEW QUESTION 50
What is the purpose of capturing moments of success with a customer?

recognizing the value of the engagement

validating deployment of the solution

expanding the purchased solution

renewing the contract and subscription

Capturing moments of success with a customer serves to recognize and celebrate the value of the engagement, reinforcing the positive impact of the solution and strengthening the relationship. References: Best practices in customer success management emphasize the importance of recognizing and documenting key achievements and milestones in the customer journey.

NEW QUESTION 51
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

NEW QUESTION 52
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

NEW QUESTION 53
What is the best reason for documenting your customer’s success?

To provide awareness of the value achieved by the customer’s purchased solution

To establish KPI’s that measure the success of your company’s business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

Explanation/Reference:

NEW QUESTION 54
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

NEW QUESTION 55
How can Customer Success Plan tracking drive additional license purchases?

The Success Plan tracks the mean time to failure of the solution.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the number of technical support cases opened.

Customer Success Plan tracking can drive additional license purchases by demonstrating the value the solution provides through increased user productivity. When gains in productivity are tracked and communicated, it can justify the investment in additional licenses2.

NEW QUESTION 56
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?

Engage the service delivery manager and request two days of free consultation for the customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

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

NEW QUESTION 57
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1:many customer success experience

NEW QUESTION 58
You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

NEW QUESTION 59
Which two adoption outcomes are renewal indicators? (Choose two)

customer testimonial

solution discount

payment schedule

optimized services

training attendance

NEW QUESTION 60
Which activity should happen after successful customer value realization?

Publish a case study that presents the customer success story.

Identify lessons learned and see how the engagement time can be shortened.

Fully engage in a feature planning session for the future.

Review usage, potential roadblocks, and bottlenecks to product engagement.

After successful customer value realization, it is important to identify lessons learned and explore ways to shorten engagement time for future projects. This helps in refining the process and delivering value more efficiently. References: Continuous improvement processes within the Customer Success framework emphasize learning from each engagement to enhance future performance.

NEW QUESTION 61
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?

Twice yearly student and staff surveys with two questions related to IT

Measure the number of complaints raised by students

Combination of tailored surveys and IT tools-based metrics

Implement staff Super Users to provide feedback

Explanation/Reference:

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