Cisco Cisco Customer Success Manager Specialist 820-605 Questions & Answers

• Question 131:

  What is a financial implication of churn?

  A. increase in service level

  B. decrease in subscription

  C. expansion of contract

  D. decrease in discounts

  Correct Answer: B

• Question 132:

  Which analysis model is used to better understand the customer business environment?

  A. dashboard

  B. SWOT

  C. renewal contract

  D. RACI

  Correct Answer: B

• Question 133:

  Refer to the exhibit.

  

  Which action should the Customer Success Manager take to improve the health index of Company A?

  A. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

  B. Observe net promotor scores and how likely the customer is to recommend the products to someone else.

  C. Provide recommendations for training or suggest new features based on data analysis.

  D. Perform a marketing campaign and share the roadmap of new products.

  Correct Answer: C

• Question 134:

  A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

  A. Offer the customer a discount because of their problems.

  B. Request a meeting with customer executives.

  C. Establish a timeline of when a solution must be in place.

  D. Ensure the escalation to technical specialists.

  Correct Answer: C

• Question 135:

  Refer to the exhibit.

  

  What is the concern for a Customer Success Manager within this task of the RACI matrix?

  A. Lack of sufficient expertise with minimal consulting stakeholders engaged.

  B. Running the risk of under communicating with too few stakeholders involved.

  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.

  Correct Answer: C

• Question 136:

  What are two customer advantages of purchasing subscription licenses? (Choose two.)

  A. It enables software providers to control customer consumption.

  B. The customer can discontinue the subscription if value is not realized.

  C. It provides the customer with a pay per use model.

  D. It creates high aftermarket resale value.

  E. Software maintenance is offered through a separate contract.

  Correct Answer: BC

• Question 137:

  At which lifecycle stage does the Customer Success Manager identify the solution purchased?

  A. Onboard

  B. Purchase

  C. Implement

  D. Select

  Correct Answer: D

• Question 138:

  Refer to the exhibit.

  

  Which action should the Customer Success Manager take to improve the health index of Company B?

  A. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.

  B. Perform a marketing campaign and design a roadmap of new products.

  C. Provide recommendations for training and offer scripts for learning products.

  D. Observe the net promoter scores and how likely the customer is to create a success story.

  Correct Answer: A

• Question 139:

  Which two actions should be taken when a customer's usage is in decline? (Choose two.)

  A. Show the customer how the current solution compares to the offers from a competitor.

  B. Assess the capabilities of the solution against the customer's desired outcomes.

  C. Tell the customer a new solution will soon be available.

  D. Review the implementation plan with key customer leadership.

  E. Identify changes in the customer's business processes.

  Correct Answer: BE

• Question 140:

  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. Invites the stakeholders to attend technical training on different product use cases.

  C. Educate the operations team on the features and capabilities of the existing solution.

  D. Ensure the customer's procurement team is aware of the existing solution and its usage history.

  Correct Answer: A