Download Cisco Customer Success Manager.820-605.VCEplus.2020-01-28.47q.vcex

Vendor: Cisco
Exam Code: 820-605
Exam Name: Cisco Customer Success Manager
Date: Jan 28, 2020
File Size: 183 KB
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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?
  1. It provides the opportunity to address any changes in the customer's experience or actions around the solution
  2. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
  3. Understanding your customer's health directly enables renewals
  4. It gives the customer valuable insight so they can automatically renew critical on time
Correct answer: C
Explanation:
Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
Question 2
What are two barriers of adoption in an organization? (Choose two.)
  1. new product sales motion
  2. lack of knowledge on solution
  3. organizational announcements
  4. implementation issues
  5. hiring practices
Correct answer: BD
Question 3
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
  1. Document the session, stakeholder interests, and metrics for leadership
  2. Create a success plan to be reviewed with the customer at the next review meeting
  3. Provide technical configuration for development
  4. Discuss new opportunities and new products to purchase
Correct answer: A
Question 4
Which list of components of a Customer Success Quarterly Success Review is common?
  1. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
  2. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
  3. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
  4. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
Correct answer: C
Question 5
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
  1. KPI that will be improved by the new product solution
  2. current existing products that are being displaced by the solution
  3. current configuration guide of the product solution
  4. product use case that will achieve the desired outcome
Correct answer: D
Explanation:
Reference: https://sixteenventures.com/improve-adoption
Reference: https://sixteenventures.com/improve-adoption
Question 6
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
  1. No action is necessary as long as the health index is green
  2. Observe the online image of the customer
  3. Review and update the success plan for ongoing activities
  4. Manage the service issues and escalations
  5. Join the sales and marketing strategy meetings
Correct answer: CD
Question 7
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?
  1. Contact the services team and request that they reach out to the customer to address the solution
  2. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
  3. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
  4. No action is needed because the customer will probably renew and you can address the issue after the renewal
Correct answer: B
Question 8
Which of these is included in a success plan?
  1. confidential customer information
  2. customer business outcomes
  3. customer HR processes 
  4. services cost
Correct answer: BD
Question 9
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
  1. increase in new subscribers or increase in end users
  2. number of incidents reported or number of compliance issues
  3. reduction in headcount or operational support costs
  4. customer and employee feedback
  5. number of activities completed or increase in direct time
Correct answer: E
Question 10
What is a financial implication of churn?
  1. loss of revenue
  2. increased production
  3. reduced product utilization
  4. contract expansion
Correct answer: A
Explanation:
Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/
Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/
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