[Q44-Q60] Pass Cisco Cisco Customer Success Manager Exam in First Attempt Guaranteed Updated Dump from PassTestking!

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Pass Cisco Cisco Customer Success Manager Exam in First Attempt Guaranteed Updated Dump from PassTestking!

Pass 820-605 Exam with 159 Questions – Verified By PassTestking

Cisco 820-605 exam covers a wide range of topics, including understanding customer needs, managing customer expectations, driving adoption and expansion, and measuring and reporting on customer success. 820-605 exam also covers technical topics such as Cisco’s product portfolio, services, and solutions. It is important to note that the exam is not just about technical knowledge but also about soft skills such as communication, problem-solving, and relationship building.

NO.44 Refer to the exhibit.

What does this health score indicate?

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

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.

NO.45 What is the main objective of customer success?

customer’s return on investment

known and unknown features of our product and solutions

customer’s reduction of risk

outcomes customers are trying to achieve

NO.46 Refer to the exhibit.

Which action must be taken by Customer Success Manager?

Recommend expansion opportunities

Review the financial index.

Develop a customer testimonial.

Identify the adoption barriers.

NO.47 Which of these is included in a success plan?

confidential customer information

customer business outcomes

customer HR processes

services cost

A success plan includes customer business outcomes. These are the goals that the customer aims to achieve with the product or service, and the success plan is designed to outline the steps and strategies to reach these outcomes.

NO.48 From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

NO.49 Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

Account Manager

Customer Success Manager

Product Sales Specialist

Business Development Manager

NO.50 You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

NO.51 A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

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

NO.52 Refer to the exhibit.

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

Lack of sufficient expertise with minimal consulting stakeholders engaged.

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

It is difficult to get a consensus or agreement with the number of roles accountable.

Too many people are responsible, which leaves no clear leader.

The concern for a Customer Success Manager within this task of the RACI matrix is that having too many people responsible can lead to confusion and a lack of clear leadership. In a RACI matrix, it is best practice to have only one person accountable for a task to ensure clear ownership and accountability. Multiple people marked as accountable could result in a diffusion of responsibility and inefficiency. References: The RACI matrix is a tool used to clarify roles and responsibilities in project management. It is important to have clear, singular accountability for each task to ensure effective execution and decision-making.

NO.53 The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Suggest that the customer replace their existing staff

Provide the customer with a chargeable deployment service

Re-enforce the time to value of the solution

Give the customer a discount on a future purchase

The Customer Success Manager should consider re-enforcing the time to value of the solution. This involves communicating the benefits and potential impact of the solution on the customer’s business operations and objectives, emphasizing how timely deployment can lead to quicker realization of these benefits.

NO.54 Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)

Deployment

Adoption

Awareness

Evaluation

Experience

NO.55 Which definition of a use case is true?

comparison of the marketing description of what a product does to the customer’s experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

NO.56 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?

Contact the services team and request that they reach out to the customer to address the solution

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will probably renew and you can address the issue after the renewal

NO.57 Which two actions are critical when communicating with executives? (Choose two.)

Keep services as a primary topic

Focus on the value achieved

Incorporate the sales team’s plan

Target executive priorities

Focus on technical details

NO.58 Refer to the exhibit.

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

Lack of sufficient expertise with minimal consulting stakeholders engaged.

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

It is difficult to get a consensus or agreement with the number of roles accountable.

Too many people are responsible, which leaves no clear leader.

NO.59 Which type of KPl is of the most interest to Customer Success?

business KPIs that define progress to the Business Outcome

IT services KPIs for operations

sales KPIs for revenue generation

OPEX KPIs that define the operational costs of the company

NO.60 What defines customer success?

the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.

a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.

the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

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