Easy To Download Cisco 820-605 Exam Dumps Updated 105 Questions
New Updated 820-605 Exam Questions 2021
NEW QUESTION 37
Which type of KPI is of the most interest to Customer Success?
- A. OPEX KPIs that define the operational costs of the company
- B. IT services KPIs for operations
- C. business KPIs that define progress to the Business Outcome
- D. sales KPIs for revenue generation
Answer: C
NEW QUESTION 38
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. sustainability
- B. market growth
- C. cost efficiency
- D. risk management
Answer: D
NEW QUESTION 39
Throughout the customer lifecycle, 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.)
- A. continuing results based on unexpected value
- B. results that are not measurable
- C. green health scores over intermittent time periods
- D. moments of success when the customer acknowledges progress
- E. successful contract renewal
Answer: D,E
NEW QUESTION 40
What is the best reason for documenting your customer's success?
- A. To provide awareness Of the value achieved by the customer's purchased solution.
- B. To provide expansion opportunities for your sales team.
- C. To document roles and responsibilities for your project management.
- D. To establish KPI'S that measure the success of your company's business.
Answer: A
NEW QUESTION 41
Which definition of a use case is true?
- A. list of instructions that customer uses for their software
- B. comparison of the marketing description of what a product does to the customer's experience
- C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
- D. list of actions or event steps that a customer uses
Answer: C
NEW QUESTION 42
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. Engage with the account team to understand the expansion opportunities.
- D. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
Answer: A
NEW QUESTION 43
The customer wants to increase theit market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two )
- A. sustainability
- B. risk management
- C. cost efficiency
- D. business growth
- E. credibility
Answer: D,E
NEW QUESTION 44
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- C. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- D. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
Answer: A
NEW QUESTION 45
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position. - B. The accelerated pace of innovation in the era of the Internet of Things confuses many customers.
A CSM helps sales position the right technologies that will accelerate success for their business. - C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- D. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
Answer: C
NEW QUESTION 46
What is the purpose of capturing moments of success with a customer?
- A. validating deployment of the solution
- B. expanding the purchased solution
- C. recognizing the value of the engagement
- D. renewing the contract and subscription
Answer: C
NEW QUESTION 47
Your client, the Director of IT Policy and Governance of Easternbank, 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, number of meetings user initiated, number of meetings user joined
- B. number of users registered, service logs, number of users
- C. number of users registered, bandwidth utilization, number of training sessions user joined
- D. network utilization, number of meetings user initiated, number of users
Answer: A
NEW QUESTION 48
What is the value proposition of customer success for customers?
- A. technical assistance prioritization
- B. business vision support
- C. incremental rewards
- D. external publicity
Answer: B
NEW QUESTION 49
Which statement describes an end user adoption barrier?
- A. The budget is insufficient to implement the solution for a new branch of the business.
- B. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- D. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
Answer: B
Explanation:
Explanation/Reference: https://useriq.com/user-adoption-barriers/
NEW QUESTION 50
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. expansion of solution services
- C. deployment of solution
- D. expansion of solution features
- E. renewal of solution subscription
Answer: C,D
Explanation:
Explanation/Reference:
NEW QUESTION 51
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. renewal reminder to stakeholders
- D. messaging to stakeholders on new product releases
- E. survey sent to all end users
Answer: A,D
NEW QUESTION 52
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Health Index Report
- B. RACI
- C. Stakeholder Map
- D. KPIs
Answer: C
NEW QUESTION 53
What are two barriers of adoption in an organization? (Choose two.)
- A. hiring practices
- B. implementation issues
- C. organizational announcements
- D. new product sales motion
- E. lack of knowledge on solution
Answer: B,E
NEW QUESTION 54
What are two barriers to adoption within an organization? (Choose two.)
- A. solution implemented by partner
- B. inadequate knowledge and skills
- C. agile development model
- D. organizational silos
- E. centralized IT organization
Answer: B,D
NEW QUESTION 55
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