Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 71:

  Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

  A. help desk data
  B. health score
  C. risk management
  D. telemetry
  E. training surveys
  B. health score
  D. telemetry

• Question 72:

  A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

  A. customer annual report and quarterly business reviews
  B. sales account plan
  C. detailed contract inventory
  D. questions to validate the interpreted analytical data
  E. support tickets reports and diagnostic information
  D. questions to validate the interpreted analytical data
  E. support tickets reports and diagnostic information

• Question 73:

  Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

  A. the success plan, the agreed priorities, and the planned outcomes
  B. technical support cases in flight and support options
  C. stakeholder mapping and planned training sessions
  D. upcoming contract renewal and expansion opportunities
  A. the success plan, the agreed priorities, and the planned outcomes

• Question 74:

  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. sustainability
  B. credibility
  C. time to market
  D. business growth
  E. cost efficiency
  A. sustainability
  E. cost efficiency

• Question 75:

  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. successful contract renewal
  C. green health scores over intermittent time periods
  D. continuing results based on unexpected value
  E. results that are not measurable
  A. moments of success when the customer acknowledges progress
  D. continuing results based on unexpected value

• Question 76:

  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.
  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.

• Question 77:

  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.
  A. Host a discovery session with stakeholders to identify challenges and desired outcomes.

• Question 78:

  Refer to the exhibit.

  

  Which action must be taken by Customer Success Manager?

  A. Recommend expansion opportunities
  B. Review the financial index.
  C. Develop a customer testimonial.
  D. Identify the adoption barriers.
  D. Identify the adoption barriers.

• Question 79:

  In which stage does the Customer Success Manager initially validate stakeholders?

  A. onboarding
  B. deployment
  C. utilization
  D. purchase
  A. onboarding

• Question 80:

  What is the value proposition of customer success for customers?

  A. business vision support
  B. technical assistance prioritization
  C. external publicity
  D. incremental rewards
  A. business vision support