820-605 Dumps
820-605 Braindumps
820-605 Real Questions
820-605 Practice Test
820-605 Actual Questions
Cisco Customer Success Manager (CSM)
https://killexams.com/pass4sure/exam-detail/820-605
Question: 201
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.
Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
Question: 202
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company’s success? (Choose two.)
sustainability
credibility
time to market
business growth
cost efficiency
Reference: https://www.tandfonline.com/doi/full/10.1080/17583004.2017.1386533
Question: 203
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
No action is necessary as long as the health index is green
Observe the online image of the customer
Review and update the success plan for ongoing activities
Manage the service issues and escalations
Join the sales and marketing strategy meetings
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company’s success? (Choose two.)
sustainability
credibility
time to market
business growth
cost efficiency
Reference: https://www.tandfonline.com/doi/full/10.1080/17583004.2017.1386533
Question: 205
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: 206
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
Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
Question: 207
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?
Document the session, stakeholder interests, and metrics for leadership
Create a success plan to be reviewed with the customer at the next review meeting
Provide technical configuration for development
Discuss new opportunities and new products to purchase
Question: 208
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
Question: 209
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: 210
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
increase in new subscribers or increase in end users
number of incidents reported or number of compliance issues
reduction in headcount or operational support costs
customer and employee feedback
number of activities completed or increase in direct time
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
Suggest that the customer replace their existing staff
Provide the customer with a chargeable deployment service
Re-enforce the time to value of the solution
Give the customer a discount on a future purchase
Question: 212
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
KPI that will be improved by the new product solution
current existing products that are being displaced by the solution
current configuration guide of the product solution
product use case that will achieve the desired outcome
Reference: https://sixteenventures.com/improve-adoption
Question: 213
Which of these is included in a success plan?
confidential customer information
customer business outcomes
customer HR processes
services cost
Question: 214
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.
Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
Question: 215
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
Question: 216
What is a financial implication of churn?
loss of revenue
increased production
reduced product utilization
contract expansion
Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/
Question: 217
You notice a decline over time in your customer’s usage of your product. Which action do you consider?
Tell the customer a new solution will soon be available
Carefully tell the customer to get more people to use your product
Re-assess the customer’s business process and outline the capability of the solution
Show the customer a comparison of the solution versus the competition
6$03/( 48(67,216
7KHVH TXHVWLRQV DUH IRU GHPR SXUSRVH RQO\ )XOO YHUVLRQ LV XS WR GDWH DQG FRQWDLQV DFWXDO TXHVWLRQV DQG DQVZHUV
.LOOH[DPV FRP LV DQ RQOLQH SODWIRUP WKDW RIIHUV D ZLGH UDQJH RI VHUYLFHV UHODWHG WR FHUWLILFDWLRQ H[DP SUHSDUDWLRQ 7KH SODWIRUP SURYLGHV DFWXDO TXHVWLRQV H[DP GXPSV DQG SUDFWLFH WHVWV WR KHOS LQGLYLGXDOV SUHSDUH IRU YDULRXV FHUWLILFDWLRQ H[DPV ZLWK FRQILGHQFH +HUH DUH VRPH NH\ IHDWXUHV DQG VHUYLFHV RIIHUHG E\ .LOOH[DPV FRP
$FWXDO ([DP 4XHVWLRQV .LOOH[DPV FRP SURYLGHV DFWXDO H[DP TXHVWLRQV WKDW DUH H[SHULHQFHG LQ WHVW FHQWHUV 7KHVH TXHVWLRQV DUH XSGDWHG UHJXODUO\ WR HQVXUH WKH\ DUH XS WR GDWH DQG UHOHYDQW WR WKH ODWHVW H[DP V\OODEXV %\ VWXG\LQJ WKHVH DFWXDO TXHVWLRQV FDQGLGDWHV FDQ IDPLOLDUL]H WKHPVHOYHV ZLWK WKH FRQWHQW DQG IRUPDW RI WKH UHDO H[DP
([DP 'XPSV .LOOH[DPV FRP RIIHUV H[DP GXPSV LQ 3') IRUPDW 7KHVH GXPSV FRQWDLQ D FRPSUHKHQVLYH FROOHFWLRQ RI TXHVWLRQV DQG DQVZHUV WKDW FRYHU WKH H[DP WRSLFV %\ XVLQJ WKHVH GXPSV FDQGLGDWHV FDQ HQKDQFH WKHLU NQRZOHGJH DQG LPSURYH WKHLU FKDQFHV RI VXFFHVV LQ WKH FHUWLILFDWLRQ H[DP
3UDFWLFH 7HVWV .LOOH[DPV FRP SURYLGHV SUDFWLFH WHVWV WKURXJK WKHLU GHVNWRS 9&( H[DP VLPXODWRU DQG RQOLQH WHVW HQJLQH 7KHVH SUDFWLFH WHVWV VLPXODWH WKH UHDO H[DP HQYLURQPHQW DQG KHOS FDQGLGDWHV DVVHVV WKHLU UHDGLQHVV IRU WKH DFWXDO H[DP 7KH SUDFWLFH WHVWV FRYHU D ZLGH UDQJH RI TXHVWLRQV DQG HQDEOH FDQGLGDWHV WR LGHQWLI\ WKHLU VWUHQJWKV DQG ZHDNQHVVHV
*XDUDQWHHG 6XFFHVV .LOOH[DPV FRP RIIHUV D VXFFHVV JXDUDQWHH ZLWK WKHLU H[DP GXPSV 7KH\ FODLP WKDW E\ XVLQJ WKHLU PDWHULDOV FDQGLGDWHV ZLOO SDVV WKHLU H[DPV RQ WKH ILUVW DWWHPSW RU WKH\ ZLOO UHIXQG WKH SXUFKDVH SULFH 7KLV JXDUDQWHH SURYLGHV DVVXUDQFH DQG FRQILGHQFH WR LQGLYLGXDOV SUHSDULQJ IRU FHUWLILFDWLRQ H[DPV
8SGDWHG &RQWHQW .LOOH[DPV FRP UHJXODUO\ XSGDWHV LWV TXHVWLRQ EDQN DQG H[DP GXPSV WR HQVXUH WKDW WKH\ DUH FXUUHQW DQG UHIOHFW WKH ODWHVW FKDQJHV LQ WKH H[DP V\OODEXV 7KLV KHOSV FDQGLGDWHV VWD\ XS WR GDWH ZLWK WKH H[DP FRQWHQW DQG LQFUHDVHV WKHLU FKDQFHV RI VXFFHVV
7HFKQLFDO 6XSSRUW .LOOH[DPV FRP SURYLGHV IUHH [ WHFKQLFDO VXSSRUW WR DVVLVW FDQGLGDWHV ZLWK DQ\ TXHULHV RU LVVXHV WKH\ PD\ HQFRXQWHU ZKLOH XVLQJ WKHLU VHUYLFHV 7KHLU FHUWLILHG H[SHUWV DUH DYDLODEOH WR SURYLGH JXLGDQFH DQG KHOS FDQGLGDWHV WKURXJKRXW WKHLU H[DP SUHSDUDWLRQ MRXUQH\
'PS .PSF FYBNT WJTJU IUUQT LJMMFYBNT DPN WFOEPST FYBN MJTU
.LOO \RXU H[DP DW )LUVW $WWHPSW *XDUDQWHHG