820-605: Cisco Customer Success Manager - Free download from Exam Hub

From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution
It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
Understanding your customer’s health directly enables renewals
It gives the customer valuable insight so they can automatically renew critical on time

Correct answer: C

Explanation:

Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/

What are two barriers of adoption in an organization? (Choose two.)

new product sales motion
lack of knowledge on solution
organizational announcements
implementation issues
hiring practices

Correct answer: BD

Which list of components of a Customer Success Quarterly Success Review is common?

results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Correct answer: C

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?

Contact the services team and request that they reach out to the customer to address the solution
Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
No action is needed because the customer will probably renew and you can address the issue after the renewal

Correct answer: B

Which definition of customer success is true?

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

Correct answer: B

Explanation:

Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/

Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

descriptive
diagnostic
prescriptive
predictive

Correct answer: B

Which statement describes the difference between customer success and customer sales?

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.
Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.
Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer’s portfolio.
Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Correct answer: A

Which statement describes an end user adoption barrier?

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

Correct answer: D

Explanation:

Reference: https://useriq.com/user-adoption-barriers/

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

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

Correct answer: B

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

capability gap
financial gap
consumption gap
organizational gap

Correct answer: C

Explanation:

Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap

Vendor:	Cisco
Exam Code:	820-605
Exam Name:	Cisco Customer Success Manager
Date:	Mar 18, 2020
File Size:	15 KB

Download Cisco Customer Success Manager.820-605.Pass4Sure.2020-03-18.17q.vcex

How to open VCEX files?

Demo Questions

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

ProfExam at a 20% markdown