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Cisco 820-605 is an examination that measures the knowledge and skills of candidates in managing customer success in the technology industry. 820-605 exam is designed to test the proficiency of candidates in the areas of customer success principles, practices, and metrics. Passing 820-605 exam is a key step towards becoming a certified Cisco Customer Success Manager.
Cisco 820-605 exam is a certification exam designed to test the knowledge and skills of customer success managers. 820-605 exam is also known as the Cisco Customer Success Manager Exam and is a requirement for obtaining the Cisco Customer Success Manager Specialist certification. 820-605 exam tests the candidates' ability to understand customer needs and develop strategies to help them achieve their business goals.
NEW QUESTION # 25
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?
- A. Contact the services team and request that they reach out to the customer to address the solution
- B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- C. No action is needed because the customer will probably renew and you can address the issue after the renewal
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: B
NEW QUESTION # 26
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. Build an understanding of your customer's business and market trends and priorities.
- B. Engage with the account team to understand the expansion opportunities.
- C. Perform a deep analysis of all the sales orders for the past 24 months.
- D. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
Answer: A
NEW QUESTION # 27
A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?
- A. Appoint a customer representative to review the data and give specific suggestions.
- B. Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
- C. Provide the customer with access to the raw data to enable them to develop their own insights.
- D. Explain the limitations of the available reports and offer options to provide input to develop new reports.
Answer: D
NEW QUESTION # 28
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 29
Which method is directly associated with evaluating a customer outcome?
- A. benchmarks
- B. metrics
- C. key performance indicators
- D. milestones
Answer: A
NEW QUESTION # 30
In a cloud implementation scenario, what does the sales professional must take into consideration regarding the revenue of a business outcomes selling?
- A. Revenue from this model is realized over a longer period of time.
- B. Revenue from this model is three times bigger than in the traditional product selling.
- C. Revenue from this model is immediate.
- D. Revenue from this model could increase in a 25%.
Answer: A
NEW QUESTION # 31
The customer wants to increase the number of services in their portfolio and improve the time to launch these services.
Which two business outcomes are appropriate? (Choose two.)
- A. cost efficiency
- B. time to market
- C. sustainability
- D. employee satisfaction
- E. business growth
Answer: B,E
NEW QUESTION # 32
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- B. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
- D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
Answer: B
NEW QUESTION # 33
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
- A. Perform a marketing campaign and share the roadmap of new products.
- B. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
- C. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
- D. Provide recommendations for training or suggest new features based on data analysis.
Answer: D
NEW QUESTION # 34
What is a financial implication of churn?
- A. decrease in subscription
- B. decrease in discounts
- C. increase in service level
- D. expansion of contract
Answer: A
NEW QUESTION # 35
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.
Answer:
Explanation:
NEW QUESTION # 36
Which perspectives are covered in a balanced scorecard?
- A. customer, employee, partner, risk
- B. business process, customer, financial, learning, growth
- C. business outcomes, customer, employee, risk
- D. competition, culture, financial. IT systems
Answer: B
NEW QUESTION # 37
What is a lagging indicator of the customer achieving the value proposition?
- A. movement to evaluate stage
- B. product deployment
- C. contract renewal
- D. decrease in the number of problem reports
Answer: D
NEW QUESTION # 38
Which expense is aN operating expense (OPEX)?
- A. computer equipment
- B. software
- C. office improvements
- D. payroll
Answer: D
NEW QUESTION # 39
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- C. Understanding your customer's health directly enables renewals
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: C
NEW QUESTION # 40
During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social medi a. In which stage is the customer?
- A. Optimize
- B. Adoption
- C. Advocate
- D. Expand
Answer: C
NEW QUESTION # 41
Which type of information should be captured during the first customer engagement?
- A. customer's desired outcomes
- B. cases escalated to technical support
- C. expansion opportunities
- D. stakeholder map
Answer: A
NEW QUESTION # 42
What are two barriers of adoption in an organization? (Choose two.)
- A. organizational announcements
- B. new product sales motion
- C. hiring practices
- D. implementation issues
- E. lack of knowledge on solution
Answer: D,E
NEW QUESTION # 43
Why should a customer's success be documented?
- A. to document roles and responsibilities for project management
- B. to establish KPIs that measure success
- C. to provide expansion opportunities for the sales team
- D. to provide awareness of the value achieved by the solution
Answer: D
NEW QUESTION # 44
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