[Full-Version] 2024 Updated Cisco Study Guide 820-605 Dumps Questions
Newest 820-605 Exam Dumps Achieve Success in Actual 820-605 Exam
Cisco 820-605 certification exam is designed for individuals who want to become proficient in customer success management. It is an excellent certification for professionals who are looking to enhance their skills in customer success management and provide better services to their clients. Cisco Customer Success Manager certification exam covers topics such as customer success management principles, customer success metrics, customer success strategies, and more.
Cisco Customer Success Manager (CSM) Certification is a program designed for professionals who are responsible for customer success, satisfaction, and retention. The CSM certification validates the skills and knowledge required to manage customer success programs effectively. The Cisco 820-605 exam is the certification exam for the CSM program, which tests the knowledge and skills required to become a successful customer success manager.
NEW QUESTION # 69
What is a type of expansion opportunity?
- A. additional user groups
- B. strong stakeholder communication
- C. positive customer sentiment
- D. using latest release versions
Answer: C
NEW QUESTION # 70
What is the order of the key elements of process improvement for Customer Success?
- A. measure, define, analyze, control, improve
- B. define, measure, analyze, improve, control
- C. define, analyze, measure, improve, control
- D. analyze, define, measure, control, improve
Answer: B
NEW QUESTION # 71
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?
- A. Customer Success Manager
- B. Account Manager
- C. Product Sales Specialist
- D. Renewals Manager
Answer: A
NEW QUESTION # 72
Which activity reduces the risk of churn?
- A. educating on product features
- B. providing a discount on renewal
- C. expanding the customer footprint
- D. lowering the service level
Answer: A
NEW QUESTION # 73
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. Examine the recent QBR results.
- B. Review the account health score.
- C. Research the list of accelerators.
- D. Analyze the adoption report.
- E. Evaluate the architecture value cards.
Answer: A,D
NEW QUESTION # 74
Which Key Performance Indicators contribute to customer value achievements?
- A. product, services, and sales
- B. cost, time, and customer satisfaction
- C. profit and risk reduction
- D. employee usage and training volume
Answer: B
NEW QUESTION # 75
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?
- A. Perform a deep analysis of all the sales orders to the past 24 months
- B. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- C. Build an understanding of your customer's business and market trends and priorities
- D. Engage with the account team to understand the expansion opportunities
Answer: C
NEW QUESTION # 76
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. number of activities completed or increase in direct time
- B. reduction in headcount or operational support costs
- C. number of incidents reported or number of compliance issues
- D. customer and employee feedback
- E. increase in new subscribers or increase in end users
Answer: A
NEW QUESTION # 77
Which two outcomes are expansion opportunities within customer success? (Choose two )
- A. expansion of solution features
- B. purchase of a new solution
- C. expansion of solution services
- D. renewal of solution subscription
- E. deployment of solution
Answer: C,D
NEW QUESTION # 78
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. Implement staff Super Users to provide feedback
- B. Measure the number of complaints raised by students.
- C. Combination of tailored surveys and IT tools-based metrics.
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: D
NEW QUESTION # 79
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?
- A. Engage with the account team to understand the expansion opportunities.
- B. Perform a deep analysis of all the sales orders to the past 24 months.
- C. Speak the internal contacts to understand the customer's priorities and sentiment.
- D. Document customer's current technical escalations.
Answer: C
NEW QUESTION # 80
Drag and Drop Question
The customer wants to increase the utilization of their video conferencing system.
Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION # 81
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Select and Place:
Answer:
Explanation:
NEW QUESTION # 82
In an onboarding session, introductions to new stakeholders were made, new KPIs were step does the Customer Success Manager take next?
- A. Provide technical configuration for development.
- B. Document the session, stakeholder interests, and metrics for leadership.
- C. Discuss new opportunities and new products to purchase.
- D. Create a success plan to be reviewed with the customer at the next review meeting.
Answer: B
NEW QUESTION # 83
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: A
NEW QUESTION # 84
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. employee satisfaction
- B. cost efficiency
- C. risk management credibility
- D. sustainability
Answer: A,B
NEW QUESTION # 85
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. support tickets reports and diagnostic information
- D. questions to validate the interpreted analytical data
- E. detailed contract inventory
Answer: D,E
NEW QUESTION # 86
Which activity reduces the risk of chum?
- A. expanding the customer footprint
- B. educating on product features
- C. providing a discount on renewal
- D. lowering the service level
Answer: A
NEW QUESTION # 87
What is a business adoption barrier?
- A. lack of customer stakeholder
- B. services are unpurchased
- C. customer lacks technical knowledge
- D. solution is not implemented
Answer: D
NEW QUESTION # 88
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. completion of customer training
- B. confirmation of customer business outcomes
- C. review of product roadmap
- D. scheduling of Quarterly Success Review
- E. agreement of key stakeholders
Answer: B,D
NEW QUESTION # 89
What defines a use case?
- A. list of instructions customers use for their software.
- B. comparison of the marketing description of what a product does and the customer's experience.
- C. list of actions that define the interactions between a role and a system to achieve a goal.
- D. list of actions or event steps that a customer uses.
Answer: C
NEW QUESTION # 90
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. continuing results based on unexpected value
- B. moments of success when the customer acknowledges progress
- C. green health scores over intermittent time periods
- D. results that are not measurable
- E. successful contract renewal
Answer: A,B
NEW QUESTION # 91
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