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820-605 Practice Questions

Cisco Customer Success Manager

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Total Questions : 169

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Question # 1

Which two actions are in adoption campaign? (Choose two.)

Options:

A.  

messaging to users on best practice approaches to their solution

B.  

messaging to stakeholders on new product releases

C.  

messaging to stakeholders on the new features of their solution

D.  

survey sent to all end users

E.  

renewal reminder to stakeholders

Discussion 0
Question # 2

What are two adoption barriers? (Choose two.)

Options:

A.  

gaps in the account baseline

B.  

unused customer success support

C.  

lack of resources

D.  

loss of project sponsor

E.  

lack of expansion

Discussion 0
Question # 3

Which type of KPI is of the most interest to Customer Success?

Options:

A.  

business KPIs that define progress to the Business Outcome

B.  

sales KPIs for revenue generation

C.  

IT services KPIs for operations

D.  

OPEX KPIs that define the operational costs of the company

Discussion 0
Question # 4

Which activity reduces the risk of churn?

Options:

A.  

expanding the customer footprint

B.  

lowering the service level

C.  

providing a discount on renewal

D.  

educating on product features

Discussion 0
Question # 5

The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

Options:

A.  

Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

B.  

Recognize tools that compete with the expansion opportunity and offer discounts to switch.

C.  

Conduct a discovery session to uncover their additional pain points.

D.  

Provide additional training on the current use case to drive adoption.

E.  

Present case studies that outline the benefits they achieved and highlight compelling metrics.

Discussion 0
Question # 6

Which two components of Key Performance Indicators contribute to customer value achievement? (Choose two.)

Options:

A.  

quality of service performance data

B.  

increased hours of operation

C.  

speed to resolution of service requests

D.  

customer sentiment

E.  

upgrading to the latest version of the software

Discussion 0
Question # 7

What is the financial implication of churn?

Options:

A.  

loss of revenue

B.  

increased production

C.  

reduced product utilization

D.  

contract expansion

Discussion 0
Question # 8

Who confirms the use cases targeted in a Customer Success Plan?

Options:

A.  

primary customer stakeholder

B.  

account team sales lead

C.  

customer enterprise architect

D.  

Customer Success Manager

Discussion 0
Question # 9

In which lifecycle stage would a lack of skilled resources be identified as a barrier?

Options:

A.  

sales proof of concept

B.  

late-stage adoption

C.  

early-stage adoption

D.  

solution renewal

Discussion 0
Question # 10

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Options:

A.  

Suggest that the customer replace their existing staff

B.  

Provide the customer with a chargeable deployment service

C.  

Re-enforce the time to value of the solution

D.  

Give the customer a discount on a future purchase

Discussion 0
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