The Secret Of Cisco 820-605 Free Exam

NEW QUESTION 1
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. 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. Build an understanding of your customer’s business and market trends and priorities
• D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

Answer: C

NEW QUESTION 2
Which statement describes an end user adoption barrier?

• A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
• B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
• C. The budget is insufficient to implement the solution for a new branch of the business.
• D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer: D

NEW QUESTION 3
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.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 4
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?

• A. risk management
• B. market growth
• C. sustainability
• D. cost efficiency

Answer: A

NEW QUESTION 5
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. QUESTION NO:s to validate the interpreted analytical data
• E. support tickets reports and diagnostic information

Answer: AD

NEW QUESTION 6
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 7
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: BD

NEW QUESTION 8
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

Answer: AB

NEW QUESTION 9
What is the best reason for documenting your customer’s success?

• A. To provide awareness of the value achieved by the customer’s purchased solution
• B. To establish KPI’s that measure the success of your company’s business
• C. To document roles and responsibilities for your project management
• D. To provide expansion opportunities for your sales team

Answer: B

NEW QUESTION 10
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.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 11
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

• A. Engage the service delivery manager and request two days of free consultation for the customer
• B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
• C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
• D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Answer: D

NEW QUESTION 12
What is the best method to measure customer consumption of technology?

• A. telemetry and analytics
• B. recurring revenue management
• C. enterprise CRM and incident management
• D. content management

Answer: A

NEW QUESTION 13
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