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820-605 Practice Questions

Cisco Customer Success Manager

Last Update 2 days ago
Total Questions : 169

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Question # 21

Which two actions are critical when communicating with customer executives? (Choose two.)

Options:

A.  

Communicate the sales team's plan.

B.  

Focus on technical details.

C.  

Sell the latest service offerings.

D.  

Target executive priorities.

E.  

Focus on the value.

Discussion 0
Question # 22

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

Options:

A.  

onboarding

B.  

deployment

C.  

utilization

D.  

purchase

Discussion 0
Question # 23

What are the sources used to identify barriers?

Options:

A.  

customer, product, usage

B.  

people, plan, process

C.  

success plan, tools, training

D.  

people, process, tools

Discussion 0
Question # 24

What should be the primary source of information about a customer’s current adoption barriers?

Options:

A.  

current industry trends

B.  

insight from the account team

C.  

bill of materials

D.  

customer strategic goals

Discussion 0
Question # 25

What is a financial implication of churn?

Options:

A.  

increase in service level

B.  

decrease in subscription

C.  

expansion of contract

D.  

decrease in discounts

Discussion 0
Question # 26

During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company

AB

C.  

They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

Options:

A.  

data

B.  

operational

C.  

business

D.  

technical

Discussion 0
Question # 27

In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

Options:

A.  

Onboard

B.  

Use

C.  

Adopt

D.  

Implement

Discussion 0
Question # 28

Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

Options:

A.  

Modify the meeting agenda and call in a technical resource.

B.  

Request the customer to open a support case.

C.  

Answer the questions as best they can and plan an onsite follow-up training.

D.  

Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.

Discussion 0
Question # 29

Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

Options:

A.  

increase in new subscribers or increase in end users

B.  

number of incidents reported or number of compliance issues

C.  

reduction in headcount or operational support costs

D.  

customer and employee feedback

E.  

number of activities completed or increase in direct time

Discussion 0
Question # 30

Which sources are used to identify customer barriers?

Options:

A.  

consumption data, customer budgeting process, customer sentiment

B.  

sales forecasting, data, health score

C.  

executive insight, help desk summaries, upcoming marketing releases

D.  

industry observations, Annual Recurring Revenue, utilization reports

Discussion 0
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