Free Cisco (820-605) Certification Sample Questions with Online Practice Test
820-605 Certification Study Guide Pass 820-605 Fast
Cisco 820-605 certification is an excellent way to enhance your career as a customer success manager. Cisco Customer Success Manager certification validates your skills and knowledge in managing customer relationships and driving business outcomes, and it demonstrates your commitment to ongoing professional development. Cisco Customer Success Manager certification also provides access to a community of certified professionals, which can be a valuable resource for networking and learning from other experts in the field. Overall, the Cisco 820-605 certification is an excellent investment for any professional who wants to advance their career in customer success management.
NEW QUESTION # 89
What are two barriers of adoption in an organization? (Choose two.)
- A. hiring practices
- B. new product sales motion
- C. lack of knowledge on solution
- D. organizational announcements
- E. implementation issues
Answer: C,E
NEW QUESTION # 90
Which definition of customer success is true?
- A. 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.
- B. 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.
- 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: C
Explanation:
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service.
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
NEW QUESTION # 91
Which outcome is the best that a Customer Success Manager ran achieve for a customer?
- A. full adoption of all the technologies the customer purchased
- B. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- C. adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business
- D. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
Answer: A
NEW QUESTION # 92
Which activity reduces the risk of churn?
- A. expanding the customer footprint
- B. lowering the service level
- C. educating on product features
- D. providing a discount on renewal
Answer: C
NEW QUESTION # 93
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Manage the service issues and escalations.
- B. No action is necessary as long as the health index is green.
- C. Review and update the success plan for ongoing activities.
- D. Observe the online image of the customer.
- E. Join the sales and marketing strategy meetings.
Answer: B,E
NEW QUESTION # 94
How can Customer Success Plan tracking drive additional license purchases?
- A. The Success Plan tracks the number of technical support cases opened.
- B. The Success Plan tracks gains in user productivity and communicates this back to the business.
- C. The Success Plan tracks the mean time to failure of the solution.
- D. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
Answer: B
NEW QUESTION # 95
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. service introduction to confirm that they know how to submit service issues at the go live
- 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 # 96
Why is it convenient to tie business outcomes and the customer value proposition?
- A. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.
- B. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.
- C. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
- D. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
Answer: B
NEW QUESTION # 97
Which type of KPl is of the most interest to Customer Success?
- A. business KPIs that define progress to the Business Outcome
- B. sales KPIs for revenue generation
- C. OPEX KPIs that define the operational costs of the company
- D. IT services KPIs for operations
Answer: A
NEW QUESTION # 98
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION # 99
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Conduct a survey to determine which collaboration solutions users are using.
- B. Advertise additional user training sessions throughout the organization.
- C. Have marketing write a blog post about the new solution.
- D. Block all alternative chat and video collaboration systems.
- E. Encourage the customer to purchase updated endpoints.
Answer: B,D
NEW QUESTION # 100
Which action should a Customer Success Manager take when the product utilization score is not improving?
- A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
- B. Review the support case history to identify product quality or customer education issues.
- C. Contact the product operations team to review the telemetry and offer insights to the customer.
- D. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
Answer: A
NEW QUESTION # 101
What are two examples of expand opportunities? (Choose two.)
- A. training on existing features
- B. increasing license count
- C. hosting an executive review
- D. providing solution optimization services
- E. adding headcount to manage solution by the customer
Answer: A,D
NEW QUESTION # 102
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. credibility
- C. sustainability
- D. business growth
- E. time to market
Answer: A,C
NEW QUESTION # 103
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)
- A. Analyze the adoption report.
- B. Evaluate the architecture value cards.
- C. Review the account health score.
- D. Examine the recent QBR results.
- E. Research the list of accelerators.
Answer: A,D
NEW QUESTION # 104
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company's success? (Choose two )
- A. credibility
- B. time to market
- C. sustainability
- D. cost efficiency
- E. business growth
Answer: A,B
NEW QUESTION # 105
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)
- A. time to market
- B. sustainability
- C. cost efficiency
- D. employee satisfaction
- E. business growth
Answer: A,E
NEW QUESTION # 106
While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the next step the Customer Success Manager should take after this conversation?
- A. Host a discovery session with stakeholders to identify challenges and desired outcomes.
- B. Educate the operations team on the features and capabilities of the existing solution.
- C. Ensure the customer's procurement team is aware of the existing solution and its usage history.
- D. Invites the stakeholders to attend technical training on different product use cases.
Answer: A
NEW QUESTION # 107
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. value realization
- B. customer budget
- C. competitive differentiation
- D. adoption barriers
Answer: B
NEW QUESTION # 108
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company.
Which two opportunities can lead to advocacy? (Choose two.)
- A. moments of success when the customer acknowledges progress
- B. results that are not measurable
- C. continuing results based on unexpected value
- D. green health scores over intermittent time periods
- E. successful contract renewal
Answer: A,E
NEW QUESTION # 109
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. limited telemetry
- B. purchase policy process
- C. business misalignment
- D. lack of communication
- E. lack of common features
Answer: B,D
NEW QUESTION # 110
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 111
What is a lagging indicator of the customer achieving the value proposition?
- A. movement to evaluate stage
- B. product deployment
- C. decrease in the number of problem reports
- D. contract renewal
Answer: D
NEW QUESTION # 112
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Cisco 820-605 Certification Exam, also known as the Cisco Customer Success Manager certification, is a globally recognized certification that validates the skills and knowledge of professionals who aspire to become customer success managers. 820-605 exam focuses on the critical skills required to manage customer relationships, drive adoption of Cisco solutions, and ensure customer satisfaction.
Cisco CSM certification is designed for individuals who work in customer success, customer experience, and account management roles. Cisco Customer Success Manager certification validates the skills and knowledge of the candidates required to manage customer success, adoption, and expansion in Cisco products and services. Cisco Customer Success Manager certification also helps the candidates to enhance their career opportunities and increase their earning potential. The Cisco CSM certification is an excellent choice for professionals who want to pursue a career in customer success management.
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