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820-605 Dumps Full Questions - Exam Study Guide

Cisco 820-605 exam is an important certification for individuals who are looking to advance their careers in the field of customer success management. Cisco Customer Success Manager certification is recognized globally and is highly valued by employers in the industry. Cisco Customer Success Manager certification also provides a competitive advantage to individuals who hold it, as it demonstrates their proficiency in customer success management and their commitment to professional development.

 

NEW QUESTION # 47
Why is it convenient to tie business outcomes and the customer value proposition?

• A. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.
• B. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
• C. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
• D. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.

Answer: A

NEW QUESTION # 48
Which two actions are critical when communicating with executives? (Choose two).

• A. Target executive priorities
• B. Focus on the value achieved.
• C. Incorporate the sales team's plan.
• D. Focus on technical details.
• E. Keep services as a primary topic.

Answer: B,C

NEW QUESTION # 49
Which factor delays time to value?

• A. unrenewed Success Plan
• B. loss of project sponsor
• C. negative Net Promoter Score
• D. unpaid invoice

Answer: B

NEW QUESTION # 50
Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

• A. Offer and encourage the opportunity for the customer to participate in a success story for product F.
• B. Contact and collaborate with the individuals involved in the onboarding of product E.
• C. Identify and document barriers that impact product C.
• D. Design and propose a discount on product G.

Answer: C

NEW QUESTION # 51
What are two examples of leveraging data to identify a customer barrier? (choose two)

• A. noting change in customer executive team
• B. reviewing installed base details
• C. consulting the health index
• D. evaluating feedback from the customer operations team
• E. providing training recommendations

Answer: C,D

NEW QUESTION # 52
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. sustainability
• C. business growth
• D. time to market
• E. employee satisfaction

Answer: C,D

NEW QUESTION # 53
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )

• A. confirmation of customer business outcomes
• B. completion of customer training
• C. scheduling of Quarterly Success Review
• D. review of product roadmap
• E. agreement of key stakeholders

Answer: B,E

NEW QUESTION # 54
Which of these is included in a success plan?

• A. customer HR processes
• B. customer business outcomes
• C. services cost
• D. confidential customer information

Answer: B,C

NEW QUESTION # 55
Which method is directly associated with evaluating a customer outcome?

• A. metrics
• B. benchmarks
• C. milestones
• D. key performance indicators

Answer: A

NEW QUESTION # 56
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.)

• A. Conduct a discovery session to uncover their additional pain points.
• B. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
• C. Provide additional training on the current use case to drive adoption.
• D. Present case studies that outline the benefits they achieved and highlight compelling metrics.
• E. Recognize tools that compete with the expansion opportunity and offer discounts to switch.

Answer: B,C

NEW QUESTION # 57
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

• A. The adoption campaign provides free trial licenses for feature upgrades.
• B. The adoption campaign surveys all end users for product feedback.
• C. The adoption campaign notifies customers of a critical bug.
• D. The adoption campaign provides free user training.
• E. The adoption campaign provides notifications of new feature releases.

Answer: A,E

NEW QUESTION # 58
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 # 59
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

• A. Encourage the customer to purchase updated endpoints.
• B. Block all alternative chat and video collaboration systems.
• C. Conduct a survey to determine which collaboration solutions users are using.
• D. Have marketing write a blog post about the new solution.
• E. Advertise additional user training sessions throughout the organization.

Answer: B,E

NEW QUESTION # 60
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

• A. Perform a deep analysis of all the sales orders to the past 24 months.
• B. Engage with the account team to understand the expansion opportunities.
• C. Speak the internal contacts to understand the customer's priorities and sentiment.
• D. Document customer's current technical escalations.

Answer: D

NEW QUESTION # 61
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

• A. Document the session, stakeholder interests, and metrics for leadership
• B. Discuss new opportunities and new products to purchase
• C. Create a success plan to be reviewed with the customer at the next review meeting
• D. Provide technical configuration for development

Answer: A

NEW QUESTION # 62
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. business growth
• B. sustainability
• C. time to market
• D. employee satisfaction
• E. cost efficiency

Answer: C,E

NEW QUESTION # 63
Which activity reduces the risk of chum?

• A. expanding the customer footprint
• B. providing a discount on renewal
• C. lowering the service level
• D. educating on product features

Answer: A

NEW QUESTION # 64
What are two barriers Of adoption in an organization? (Choose two )

• A. hiring practices
• B. new product sales motion
• C. implementation issues
• D. lack of knowledge on solution
• E. organizational announcements

Answer: B,C

NEW QUESTION # 65
What is a financial implication of churn?

• A. decrease in discounts
• B. expansion of contract
• C. increase in service level
• D. decrease in subscription

Answer: D

NEW QUESTION # 66
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

• A. Quarterly Success Review build and delivery
• B. additional features that will align with the business outcomes
• C. service introduction to confirm that they know how to submit service issues at the go live
• D. initial user group identified and their use cases confirmed
• E. customer's stakeholders and their business outcomes

Answer: D,E

NEW QUESTION # 67
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?

• A. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
• B. Provide recommendations for training or suggest new features based on data analysis.
• C. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
• D. Perform a marketing campaign and share the roadmap of new products.

Answer: B

NEW QUESTION # 68
Which two options are reasons why effective communications is key to success? (Choose two.)

• A. Can help lessen the impact of business weakness.
• B. It allows other strengths to create maximum impact.
• C. It allows effective interaction between stakeholders.
• D. Can help mitigate the intrinsic risks within negotiation.

Answer: A,C

NEW QUESTION # 69
What is a lagging indicator of the customer achieving the value proposition?

• A. movement to evaluate stage
• B. product deployment
• C. decrease in the number of problem reports
• D. contract renewal

Answer: D

Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.

NEW QUESTION # 70
What is a lagging indicator of the customer achieving the value proposition?

• A. movement to evaluate stage
• B. decrease in the number of problem reports
• C. product deployment
• D. contract renewal

Answer: B

NEW QUESTION # 71
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

• A. cost efficiency
• B. sustainability
• C. credibility
• D. business growth
• E. risk management

Answer: B,D

NEW QUESTION # 72
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