Prepare Top Cisco 820-605 Exam Study Guide Practice Questions Edition [Q25-Q47]

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Prepare Top Cisco 820-605 Exam Study Guide Practice Questions Edition

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QUESTION 25
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

QUESTION 26
Which of these is included in a success plan?

confidential customer information

customer business outcomes

customer HR processes

services cost

QUESTION 27
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

Share the report with the customer point of contact for license types B and D 3nd determine causes.

Run analysis on all the license types used by the customer on all platforms.

Provide trending information on license types B and D and share with all stakeholders.

inform the Sales Account Manager to position a new version of licenses types B and D with additional features.

QUESTION 28
Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company B?

Analyze annual recurring revenue growth and reduce renewal risks associated with technology.

Perform a marketing campaign and design a roadmap of new products.

Provide recommendations for training and offer scripts for learning products.

Observe the net promoter scores and how likely the customer is to create a success story.

QUESTION 29
How are operating expenses (OpEx) different from capital expenses (CapEx)?

OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.

OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.

OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

OpEx has depreciation, while there is no deprecation with CapEx.

QUESTION 30
Which two options are reasons why effective communications is key to success? (Choose two.)

It allows effective interaction between stakeholders.

Can help mitigate the intrinsic risks within negotiation.

It allows other strengths to create maximum impact.

Can help lessen the impact of business weakness.

QUESTION 31
A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?

Twice yearly student and staff surveys with two questions related to IT

Measure the number of complaints raised by students

Combination of tailored surveys and IT tools-based metrics

Implement staff Super Users to provide feedback

QUESTION 32
Drag and Drop Question
The customer wants to increase the utilization of their video conferencing system.
Drag and drop the actions from the left into the correct sequence on the right.

QUESTION 33
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

Sell additional training to the customer.

Introduce new features that have been recently enabled within the product.

Review priorities from the Success Plan with customer leadership.

Offer upfront discounts and secure the business for as many years as possible.

Determine if there has been a change in resourcing or stakeholders.

QUESTION 34
What are two expected outcomes of the customer onboard stage? (Choose two.)

opportunities for advocacy shared

stakeholders identified

business outcomes with KPI metrics identified

training sessions for end users planned

network diagrams provided

QUESTION 35
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer’s current technical escalations.

Speak the internal contacts to understand the customer’s priorities and sentiment.

QUESTION 36
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

help desk data

health score

risk management

telemetry

training surveys

QUESTION 37
Which two elements are used to track and measure as key performance indicators? (Choose two.)

lagging

learning

scoping

leading

strategizing

QUESTION 38
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Provide the customer with a chargeable deployment service.

Give the customer a discount on a future purchase.

Re-enforce the time to value of the solution.

Suggest that the customer replace their existing staff.

QUESTION 39
Which type of KPI is of the most interest to Customer Success?

business KPIs that define progress to the Business Outcome

sales KPIs for revenue generation

IT services KPIs for operations

OPEX KPIs that define the operational costs of the company

QUESTION 40
Which sources should be used to uncover customer barriers?

data, health score, intuition

conservation, data, health score

observation, conversation, data

intuition, observation, data

QUESTION 41
What are two examples of expand opportunities? (Choose two.)

providing solution optimization services

adding headcount to manage solution by the customer

training on existing features

hosting an executive review

increasing license count

QUESTION 42
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

QUESTION 43
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?

Quarterly Success Review build and delivery

service introduction to confirm that they know how to submit service issues at the go live

initial user group identified and their use cases confirmed

customer’s stakeholders and their business outcomes

additional features that will align with the business outcomes

QUESTION 44
Which two actions are critical when communicating with executives? (Choose two.)

Keep services as a primary topic

Focus on the value achieved

Incorporate the sales team’s plan

Target executive priorities

Focus on technical details

QUESTION 45
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

process

people

tools

platform

application

QUESTION 46
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

QUESTION 47
Throughout the customer life-cycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two )

moments of success when the customer acknowledges progress

successful contract renewal

continuing results based on unexpected value

results that are not measurable

green health scores over intermittent time periods