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To prepare for the Cisco 820-605 exam, individuals can take advantage of various training resources offered by Cisco, including online courses, study guides, and practice exams. By utilizing these resources, individuals can gain a deep understanding of the exam topics and increase their chances of passing the exam on the first attempt. Additionally, individuals can also join online communities and forums to connect with other professionals in the networking industry and gain insights and tips on exam preparation and customer success management.
Cisco 820-605 exam is designed to test the knowledge and skills of those individuals who want to become a Cisco Customer Success Manager. 820-605 exam is a certification program for professionals who want to demonstrate their expertise in customer success management. The Cisco Customer Success Manager is responsible for ensuring that customers get the most out of their Cisco solutions and services. 820-605 exam is the perfect way to validate the skills and knowledge required for this role.
NEW QUESTION # 87
From a Customer Success perspective, why should the customer's health be monitored?
- A. to identify unused licenses so they can be addressed via a service improvement plan
- B. to provide the opportunity to address any changes in the customer's experience around the solution
- C. to directly enable renewals
- D. to give the customer valuable insight so they can automatically renew critical services on time
Answer: B
NEW QUESTION # 88
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. diagnostic
- B. prescriptive
- C. predictive
- D. descriptive
Answer: C
NEW QUESTION # 89
Which list of components of a Customer Success Quarterly Success Review is common?
- A. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
- B. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the
next quarter - C. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
- D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
Answer: A
NEW QUESTION # 90
Which two results of a successful customer onboarding stage are the most important? (Choose two )
- A. network diagrams discussed
- B. account relationships identified
- C. organization chart discussed
- D. stakeholders identified
- E. desired business outcomes discussed
Answer: C,E
NEW QUESTION # 91
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. employee satisfaction
- C. sustainability
- D. credibility
- E. risk management
Answer: A,B
NEW QUESTION # 92
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
- A. value
- B. customer relationship
- C. benefit
- D. cost
Answer: A
NEW QUESTION # 93
What is the best reason for documenting your customer's success?
- A. To establish KPI'S that measure the success of your company's business.
- B. To document roles and responsibilities for your project management.
- C. To provide awareness Of the value achieved by the customer's purchased solution.
- D. To provide expansion opportunities for your sales team.
Answer: C
NEW QUESTION # 94
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Run analysis on all the license types used by the customer on all platforms
- B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- C. Provide trending information on license types B and D and share with all stakeholders
- D. Share the report with the customer point of contact for license types B and D and determine causes
Answer: C
NEW QUESTION # 95
Which definition of a use case is true?
- A. list of actions or event steps that a customer uses
- B. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
- C. comparison of the marketing description of what a product does and the customer's experience
- D. list of instructions that customer uses tor their software
Answer: B
NEW QUESTION # 96
Why should a customer's success be documented?
- A. to document roles and responsibilities for project management
- B. to establish KPIs that measure success
- C. to provide awareness of the value achieved by the solution
- D. to provide expansion opportunities for the sales team
Answer: B
NEW QUESTION # 97
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. lack of common features
- B. limited telemetry
- C. lack of communication
- D. purchase policy process
- E. business misalignment
Answer: C,D
NEW QUESTION # 98
Refer to the exhibit. What does this health score indicate?
- A. The customer needs to purchase more licenses.
- B. The customer is unlikely to advocate for this product.
- C. The customer needs to consume more of this product.
- D. The customer is unlikely to renew this license.
Answer: C
NEW QUESTION # 99
Which method is directly associated with evaluating a customer outcome?
- A. metrics
- B. milestones
- C. key performance indicators
- D. benchmarks
Answer: D
NEW QUESTION # 100
Your client, the Director of IT Policy and Governance of Eastembank has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago The client has requested a meeting to improve the situation Which reports are critical to the success of the meeting?
- A. number of users registered, service logs, number of users
- B. number of users registered, bandwidth utilization, number of training sessions user joined
- C. number of users registered, number of meetings user initiated, number of meetings user joined
- D. network utilization, number of meetings user initiated, number of users
Answer: D
NEW QUESTION # 101
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 # 102
What is a purpose of a customer stakeholder map?
- A. to identify the critical elements of customer culture
- B. to build a product roadmap
- C. to create a communication plan
- D. to establish a training plan
Answer: C
NEW QUESTION # 103
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. number of incidents reported or number of compliance issues
- B. increase in new subscribers or increase in end users
- C. reduction in headcount or operational support costs
- D. number of activities completed or increase in direct time
- E. customer and employee feedback
Answer: D
NEW QUESTION # 104
Drag and Drop Question
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 105
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. Understanding your customer's health directly enables renewals
- B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- C. It gives the customer valuable insight so they can automatically renew critical on time
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: A
Explanation:
Explanation/Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
NEW QUESTION # 106
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. number of activities completed or increase in direct time
- B. increase in new subscribers or increase in end users
- C. reduction in headcount or operational support costs
- D. customer and employee feedback
- E. number of incidents reported or number of compliance issues
Answer: E
NEW QUESTION # 107
Which of these is included in a success plan?
- A. customer HR processes
- B. confidential customer information
- C. services cost
- D. customer business outcomes
Answer: C,D
NEW QUESTION # 108
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?
- A. Speak the internal contacts to understand the customer's priorities and sentiment.
- B. Engage with the account team to understand the expansion opportunities.
- C. Perform a deep analysis of all the sales orders to the past 24 months.
- D. Document customer's current technical escalations.
Answer: A
NEW QUESTION # 109
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