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Topics of Cisco 820-605: Cisco Customer Success Manager Exam
candidates must know the exam topics before they start preparation. Because it will help them in hitting the core. Our 820-605 dumps will include the following topics:
Describe the tools that the Customer Success Manager uses to ensure the customer experience
Describe the role of the Customer Success Manager
Describe the lifecycle approach to customer experience
Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology Outline
Transition to Subscription Econo
- Customer and Industry Trends
- Impact of Customer Success on Business Practices
- Defining Customer Success and the CSM Role
Engaging the Customer for Succe
Engaging the Customer for Success Addressing Barriers
Customer Success Management Activiti
- Expand and Renewals
- Customer Success Management Activities
- Success Plan Elements
NEW QUESTION 17
Refer to the exhibit.
Which role is accountable for the Develop and validate Success Plan update activity?
- A. Customer Success Manager
- B. Account Manager
- C. Product Sales Specialist
- D. Business Development Manager
Answer: A
NEW QUESTION 18
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. 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?
- A. operational
- B. business
- C. data
- D. technical
Answer: A
NEW QUESTION 19
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to stakeholders on the new features of their solution
- B. messaging to users on best practice approaches to their solution
- C. messaging to stakeholders on new product releases
- D. renewal reminder to stakeholders
- E. survey sent to all end users
Answer: A,C
NEW QUESTION 20
Which two adoption outcomes are renewal indicators? (Choose two)
- A. customer testimonial
- B. solution discount
- C. payment schedule
- D. training attendance
- E. optimized services
Answer: A,C
NEW QUESTION 21
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?
- A. No action is needed because the customer will probably renew and you can address the issue after the renewal
- B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- D. Contact the services team and request that they reach out to the customer to address the solution
Answer: C
NEW QUESTION 22
What is the best reason for documenting your customer's success?
- A. To provide expansion opportunities for your sales team
- B. To provide awareness of the value achieved by the customer's purchased solution
- C. To establish KPI's that measure the success of your company's business
- D. To document roles and responsibilities for your project management
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 23
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. Advertise additional user training sessions throughout the organization.
- B. Block all alternative chat and video collaboration systems.
- C. Encourage the customer to purchase updated endpoints.
- D. Conduct a survey to determine which collaboration solutions users are using.
- E. Have marketing write a blog post about the new solution.
Answer: A,D
NEW QUESTION 24
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Re-assess the customer's business process and outline the capability of the solution
- B. Carefully tell the customer to get more people to use your product
- C. Show the customer a comparison of the solution versus the competition
- D. Tell the customer a new solution will soon be available
Answer: A
NEW QUESTION 25
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Customer Success Manager
- B. Renewals Manager
- C. Account Manager
- D. Product Sales Specialist
Answer: A
NEW QUESTION 26
What is a consideration in evaluating readiness for adoption?
- A. Identify potential accelerators that could optimize performance.
- B. Review customer acceptance test plan.
- C. Validate that all required items have been purchased.
- D. Identify features or functions that are not deployed or underutilized.
Answer: B
NEW QUESTION 27
Which action should be taken when new company leadership is forcing a competitor's solution?
- A. Hold an executive briefing to evaluate risks of the proposed solution.
- B. Demonstrate how the current solution is a lower-cost solution than competitors.
- C. Recheck the value realized by the current solution.
- D. Tell the new leadership about the long-standing relationship between two companies.
Answer: C
NEW QUESTION 28
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. customer's stakeholders and their business outcomes
- B. service introduction to confirm that they know how to submit service issues at the go live
- C. Quarterly Success Review build and delivery
- D. additional features that will align with the business outcomes
- E. initial user group identified and their use cases confirmed
Answer: A,E
NEW QUESTION 29
What is the value proposition of customer success for customers?
- A. incremental rewards
- B. business vision support
- C. technical assistance prioritization
- D. external publicity
Answer: C
NEW QUESTION 30
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. sales account plan
- B. detailed contract inventory
- C. customer annual report and quarterly business reviews
- D. questions to validate the interpreted analytical data
- E. support tickets reports and diagnostic information
Answer: B,D
NEW QUESTION 31
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Build an understanding of your customer's business and market trends and priorities.
- B. Perform a deep analysis of all the sales orders for the past 24 months.
- C. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
- D. Engage with the account team to understand the expansion opportunities.
Answer: A
NEW QUESTION 32
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. predictive
- B. prescriptive
- C. diagnostic
- D. descriptive
Answer: A
NEW QUESTION 33
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