820-605 Questions Pass on Your First Attempt Dumps for Digital Transformation Specialist Certified
820-605 Practice Test Pdf Exam Material
What is the duration, language, and format of Cisco 820-605: Cisco Customer Success Manager Exam
- Language - English
- Format: Multiple choices, multiple answers
- Length of Examination: 90 minutes
- Passing Score 80%
- Number of Questions: 45 - 55
NEW QUESTION # 10
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. additional features that will align with the business outcomes
- B. initial user group identified and their use cases confirmed
- C. customer's stakeholders and their business outcomes
- D. Quarterly Success Review build and delivery
- E. service introduction to confirm that they know how to submit service issues at the go live
Answer: C,D
NEW QUESTION # 11
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
- A. technical
- B. corporate culture
- C. business
- D. operational
Answer: D
NEW QUESTION # 12
Refer to the exhibit.
What does this health score indicate?
- A. The customer needs to purchase more licenses.
- B. The customer needs to consume more of this product.
- C. The customer is unlikely to advocate for this product.
- D. The customer is unlikely to renew this license.
Answer: D
Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize.
Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.
NEW QUESTION # 13
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 a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
Answer: D
Explanation:
The true definition of customer success is A, which states that it is the business methodology of ensuring customers achieve their expected and unexpected outcomes while using your product or service. This encompasses the holistic approach of customer success to ensure customers find value in the product or service, beyond just the anticipated results
NEW QUESTION # 14
Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. Running the risk of under communicating with too few stakeholders involved.
- B. Lack of sufficient expertise with minimal consulting stakeholders engaged.
- C. It is difficult to get a consensus or agreement with the number of roles accountable.
- D. Too many people are responsible, which leaves no clear leader.
Answer: C
NEW QUESTION # 15
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. operational
- C. business
- D. data
Answer: C
Explanation:
The barrier that the Customer Success Manager must overcome when upper managementquestions the renewal of the solution subscription is a business barrier. Despite the progress made by the Network Security Staff in using the solution, the CSM needs to demonstrate the business value and ROI of the solution to the upper management to justify the renewal2.
NEW QUESTION # 16
What should be the primary source of information about a customer's current adoption barriers?
- A. customer strategic goals
- B. current industry trends
- C. bill of materials
- D. insight from the account team
Answer: A
Explanation:
The primary source of information about a customer's current adoption barriers should be the customer's strategic goals. Understanding these goals helps identify where the solution may not be meeting the customer's needs, which can lead to adoption barriers
NEW QUESTION # 17
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)
- A. technical barrier
- B. product barrier
- C. cultural barrier
- D. cost barrier
- E. process barrier
Answer: A,C
NEW QUESTION # 18
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. data
- C. business
- D. operational
Answer: D
NEW QUESTION # 19
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. confirmation of customer business outcomes
- B. completion of customer training
- C. review of product roadmap
- D. scheduling of Quarterly Success Review
- E. agreement of key stakeholders
Answer: A,E
Explanation:
You can't schedule a QSR unless the customer is already on board with the CSM process and to do that you need stakeholder agreement.
NEW QUESTION # 20
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders
- B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- C. Share the report with the customer point of contact for license types B and D and determine causes
- D. Run analysis on all the license types used by the customer on all platforms
Answer: D
NEW QUESTION # 21
Which two elements are used to track and measure as key performance indicators? (Choose two.)
- A. scoping
- B. strategizing
- C. lagging
- D. learning
- E. leading
Answer: C,E
NEW QUESTION # 22
Which analysis model is used to better understand the customer business environment?
- A. RACI
- B. renewal contract
- C. SWOT
- D. dashboard
Answer: C
NEW QUESTION # 23
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. cultural barrier
- B. technical barrier
- C. cost barrier
- D. product barrier
- E. process barrier
Answer: D,E
NEW QUESTION # 24
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. Combination of tailored surveys and IT tools-based metrics
- B. Implement staff Super Users to provide feedback
- C. Measure the number of complaints raised by students
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION # 25
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
- A. Review the original sales proposal with the sales team.
- B. Review the original business case and reassess desired outcomes with the new leadership
- C. Evaluate the customer's expertise in managing the purchased solution.
- D. Address and resolve all technical issues.
- E. Offer discounts on new products to gain the interest of the new leadership.
Answer: B,D
Explanation:
To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must address and resolve all technical issues that may be hindering adoption and review the original business case to reassess desired outcomes with the new leadership. These activities ensure that any obstacles to successful adoption are removed and that the new leadership's goals and expectations are aligned with the solution's capabilities
NEW QUESTION # 26
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?
- A. number of users registered, bandwidth utilization, number of training sessions user joined
- B. number of users registered, service logs, number of users
- C. number of users registered, number of meetings user initiated, number of meetings user joined
- D. network utilization, number of meetings user initiated, number of users
Answer: C
NEW QUESTION # 27
What is a leading indicator of adoption in the healthscore?
- A. renewal
- B. integrated account plan
- C. product quality
- D. product sales
Answer: C
Explanation:
A leading indicator of adoption in the health score is product quality. High-quality products are more likely to be adopted by users, which is reflected in the health score. References: Adoption metrics and health scores often include product quality as a key factor influencing customer satisfaction and adoption rates.
NEW QUESTION # 28
Which sources are used to identify customer barriers?
- A. consumption data, customer budgeting process, customer sentiment
- B. sales forecasting, data, health score
- C. executive insight, help desk summaries, upcoming marketing releases
- D. industry observations, Annual Recurring Revenue, utilization reports
Answer: A
Explanation:
The sources used to identify customer barriers include consumption data, customer budgeting process, and customer sentiment. These sources provide insights into how customers are using the product or service, their budgetary constraints, and their feelings towards the product or service. This information is critical for identifying any obstacles that might prevent customers from fully utilizing and gaining value from their purchases. By analyzing these aspects, Customer Success Managers can develop strategies to overcome these barriers and ensure customers are achieving their desired outcomes.
References:
*Cisco's official page on Customer Success Manager certification1.
*Cisco Customer Success Manager v2 exam topics, which outline the knowledge and skills tested in the exam2.
*Test Prep Training on 820-605 CSM - Customer Success Manager3.
NEW QUESTION # 29
......
820-605 [Dec-2024] Newly Released] Exam Questions For You To Pass: https://examcollection.dumpsvalid.com/820-605-brain-dumps.html