Download Cisco Customer Success Manager.pass4sure.820-605.2020-03-18.1e.17q.vcex


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Exam Cisco Customer Success Manager
Number 820-605
File Name Cisco Customer Success Manager.pass4sure.820-605.2020-03-18.1e.17q.vcex
Size 15 Kb
Posted March 18, 2020
Downloads 27



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Demo Questions

Question 1
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

  • A: It provides the opportunity to address any changes in the customer’s experience or actions around the solution
  • B: It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
  • C: Understanding your customer’s health directly enables renewals
  • D: It gives the customer valuable insight so they can automatically renew critical on time



Question 2
What are two barriers of adoption in an organization? (Choose two.)

  • A: new product sales motion
  • B: lack of knowledge on solution
  • C: organizational announcements
  • D: implementation issues
  • E: hiring practices



Question 3
Which list of components of a Customer Success Quarterly Success Review is common?

  • A: results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
  • B: results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
  • C: results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
  • D: results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter



Question 4
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

  • A: Contact the services team and request that they reach out to the customer to address the solution
  • B: Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
  • C: Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
  • D: No action is needed because the customer will probably renew and you can address the issue after the renewal



Question 5
Which definition of customer success is true?

  • A: It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
  • B: It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
  • C: 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.
  • 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.



Question 6
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



Question 7
Which statement describes the difference between customer success and customer sales?

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



Question 8
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.



Question 9
What is the best reason for documenting your customer’s success?

  • A: To provide awareness of the value achieved by the customer’s purchased solution
  • B: To establish KPI’s that measure the success of your company’s business
  • C: To document roles and responsibilities for your project management
  • D: To provide expansion opportunities for your sales team



Question 10
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

  • A: capability gap
  • B: financial gap
  • C: consumption gap
  • D: organizational gap








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