2024 Latest 820-605 DUMPS Q&As with Explanations Verified & Correct Answers
820-605 dumps Exam Material with 159 Questions
NEW QUESTION # 39
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. descriptive
- B. predictive
- C. prescriptive
- D. diagnostic
Answer: A
NEW QUESTION # 40
Which two elements are used to track and measure as key performance indicators? (Choose two.)
- A. leading
- B. strategizing
- C. learning
- D. lagging
- E. scoping
Answer: A,D
NEW QUESTION # 41
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize the service team to form a larger internal team to lead the engagement
- B. Utilize a digital engagement so all your customers experience the touch of customer success
- C. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
- D. Utilize people to focus your customers in a 1:many customer success experience
Answer: C
NEW QUESTION # 42
Which two actions are in adoption campaign? (Choose two.)
- A. survey sent to all end users
- B. messaging to stakeholders on the new features of their solution
- C. messaging to users on best practice approaches to their solution
- D. renewal reminder to stakeholders
- E. messaging to stakeholders on new product releases
Answer: B,C
Explanation:
Explanation/Reference: https://support.totango.com/hc/en-us/articles/206811036-Putting-Customer-Success-Campaigns- Into-Action
NEW QUESTION # 43
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?
- A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
- B. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
- C. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
- D. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
Answer: A
Explanation:
To ensure successful adoption of new technology, it is crucial to assess end-user readiness, identify any skill gaps, and provide targeted training. This ensures that all users are equipped to utilize the new technology effectively. References: Adoption frameworks within Cisco Customer Success Manager documentation that recommend assessing end-user capabilities and providing training to bridge any gaps.
NEW QUESTION # 44
Which definition of customer success is true?
- A. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- B. 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.
- C. 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.
- D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
Answer: D
Explanation:
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service.
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
NEW QUESTION # 45
Which factor delays time to value?
- A. loss of project sponsor
- B. unreviewed Success Plan
- C. unpaid invoice
- D. negative Net Promoter Score
Answer: A
Explanation:
The loss of a project sponsor can significantly delay time to value. A project sponsor provides the necessary support, resources, and advocacy for a project within an organization. Without a sponsor, projects can face delays due to lack of direction, resources, and organizational support
NEW QUESTION # 46
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.
- B. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.
- C. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.
- D. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
Answer: A
NEW QUESTION # 47
Which action should a Customer Success Manager take when the product utilization score is not improving?
- A. Review the support case history to identify product quality or customer education issues.
- B. Contact the product operations team to review the telemetry and offer insights to the customer.
- C. Engage the sales team to upsell the solution and offer options and product diversity to thecustomer.
- D. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
Answer: D
Explanation:
When the product utilization score is not improving, a Customer Success Manager should conduct customer interviews to understand the barriers to adoption and develop a plan to address them. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.
NEW QUESTION # 48
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
- A. Offer the customer a discount because of their problems.
- B. Ensure the escalation to technical specialists.
- C. Request a meeting with customer executives.
- D. Establish a timeline of when a solution must be in place.
Answer: B
Explanation:
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.
NEW QUESTION # 49
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 # 50
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Review and update the success plan for ongoing activities
- B. Observe the online image of the customer
- C. Join the sales and marketing strategy meetings
- D. No action is necessary as long as the health index is green
- E. Manage the service issues and escalations
Answer: A,E
NEW QUESTION # 51
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Review and update the success plan for ongoing activities
- B. Observe the online image of the customer
- C. Manage the service issues and escalations
- D. Join the sales and marketing strategy meetings
- E. No action is necessary as long as the health index is green
Answer: A,E
NEW QUESTION # 52
Which Key Performance Indicators contribute to customer value achievements?
- A. profit and risk reduction
- B. cost, time, and customer satisfaction
- C. employee usage and training volume
- D. product, services, and sales
Answer: B
NEW QUESTION # 53
What is a type of expansion opportunity?
- A. strong stakeholder communication
- B. additional user groups
- C. using latest release versions
- D. positive customer sentiment
Answer: B
Explanation:
A type of expansion opportunity is the addition of user groups. This can occur when a solution is adopted by new departments or teams within the customer's organization, leading to an increased number of users and potentially more licenses or services required.
NEW QUESTION # 54
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It provides the opportunity to address any changes in the customer's experience or actions around the solution.
- B. Understanding your customer's health directly enables renewals.
- C. It gives the customer valuable insight so they can automatically renew critical services on time.
- D. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan.
Answer: B
NEW QUESTION # 55
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Adopt
- B. Implement
- C. Use
- D. Onboard
Answer: A
NEW QUESTION # 56
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. technical
- B. business
- C. data
- D. operational
Answer: B
NEW QUESTION # 57
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- 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. Run analysis on all the license types used by the customer on all platforms
Answer: A
NEW QUESTION # 58
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on the value achieved
- B. Keep services as a primary topic
- C. Incorporate the sales team's plan
- D. Target executive priorities
- E. Focus on technical details
Answer: A,D
NEW QUESTION # 59
Which activity should happen after successful customer value realization?
- A. Identify lessons learned and see how the engagement time can be shortened.
- B. Fully engage in a feature planning session for the future.
- C. Publish a case study that presents the customer success story.
- D. Review usage, potential roadblocks, and bottlenecks to product engagement.
Answer: A
NEW QUESTION # 60
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
- A. Schedule Quarterly Business Review with the new leadership team.
- B. Evaluate the customer's expertise in managing the purchased solution.
- C. Create a new Health Index dashboard with the Sales team.
- D. Review the original business case and reassess desired outcomes with the new leadership team.
- E. Examine solution pricing with the Renewals Manager.
Answer: A,D
NEW QUESTION # 61
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Cisco 820-605 Exam Certification Details:
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Exam Price | $250 USD |
| Exam Code | 820-605 CSM |
| Sample Questions | Cisco 820-605 Sample Questions |
| Exam Registration | PEARSON VUE |
| Duration | 120 minutes |
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