The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

Provide additional training on the current use case to drive adoption.

Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

Recognize tools that compete with the expansion opportunity and offer discounts to switch.

Conduct a discovery session to uncover their additional pain points.

Provide additional training on the current use case to drive adoption.

Present case studies that outline the benefits they achieved and highlight compelling metrics.

What is a purpose of a customer stakeholder map?

to identify the critical elements of customer culture

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.

Which statement describes the difference between customer success and customer sales?

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.

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.

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.

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.

Which two outcomes are the primary goals when introducing the customer to Customer Success? (Choose two.)

identification of customer business outcomes

completion of customer training

identification of customer business outcomes

scheduling of Quarterly Success Review

Which type of KPI is of the most interest to Customer Success?

business KPIs that define progress to the Business Outcome

sales KPIs for revenue generation

IT services KPIs for operations

OPEX KPIs that define the operational costs of the company

A Customer Success Manager is creating an adoption campaign for a customer. Where should the campaign focus to identify expand opportunities?

Explore additional use cases to achieve business outcomes.

Identify workshops that could optimize performance.

Explore additional use cases to achieve business outcomes.

Confirm all required items have been purchased.

How does the Customer Success Manager identify the product and solutions purchased by a customer?

Review statement of work to archive products and solutions mentioned

Baseline products and solutions with the account team

Check sales for the customer pipeline to record products and solutions

Tour facility with the customer to catalog products and solutions

Review statement of work to archive products and solutions mentioned

What is a lagging indicator?

increase in the net promoter score

increase in the number of trained users

increase in the net promoter score

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?

Create a success plan to be reviewed with the customer at the next review meeting

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

Which of these is included in a success plan?

confidential customer information

How should a Customer Success Manager resolve a customer's skill gap for a new product?

Deliver skills required by role with associated training for the product

Allow the customer time to initiate action to address skill gaps on their terms

Create a blog post to publish on the company's engineering community website

Deliver skills required by role with associated training for the product

Email a technical material link to customer stakeholders

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?

number of users registered, number of meetings user initiated, number of meetings user joined

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

Which statement describes an end user adoption barrier?

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

There are insufficient licenses for additional staff from a newly acquired company to use the solution.

The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

The budget is insufficient to implement the solution for a new branch of the business.

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

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.

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.

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.

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.

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.

Which list of components of a Customer Success Quarterly Success Review is common?

results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

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

Why should a customer's success be documented?

to provide awareness of the value achieved by the solution

to establish KPIs that measure success

to document roles and responsibilities for project management

to provide awareness of the value achieved by the solution

to provide expansion opportunities for the sales team

What is the main objective of customer success?

outcomes customers are trying to achieve

customer's return on investment

known and unknown features of product and solutions

outcomes customers are trying to achieve

What are two examples of leveraging data to identify a customer barrier? (Choose two.)

reviewing installed base details

evaluating feedback from the customer operations team

providing training recommendations

reviewing installed base details

noting change in customer executive team

What is the best method to measure customer consumption of technology?

enterprise CRM and incident management

How are operating expenses (OpEx) different from capital expenses (CapEx)?

OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.

OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.

OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

OpEx has depreciation, while there is no deprecation with CapEx.

What is the value proposition of customer success for customers?

technical assistance prioritization

Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

number of activities completed or increase in direct time

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

number of activities completed or increase in direct time

Which activity reduces the risk of churn?

expanding the customer footprint

providing a discount on renewal

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach will best measure success?

Use a combination of tailored surveys and IT tools-based metrics

Administer twice-yearly student and staff surveys with two question related to IT

Measure the number of complaints raised by students

Use a combination of tailored surveys and IT tools-based metrics

Implement staff Super Users to provide feedback

Which Customer Success activity is critical from the supplier perspective?

ensuring the customer has a success plan and is achieving each milestone in a timely manner

identifying opportunities for sales expansion

driving full adoption of the company's technology across all supported solutions

ensuring the customer has a success plan and is achieving each milestone in a timely manner

listening carefully to the customer's feedback and taking actions so the company's solutions can be improved

What is a lagging indicator of the customer achieving the value proposition?

decrease in the number of problem reports

What is an objective of the Customer Success Manager?

solve customer problems to attain business outcomes

make decisions on behalf of the customer to reduce time to value

train customers to ensure they understand the full capabilities of the solution

help customers recognize the self-service model

solve customer problems to attain business outcomes

Cisco 820-605 Practice Test 1 - Free Online Exam Prep & Questions

Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

Renewals Manager

Product Sales Specialist

Account Manager

Customer Success Manager

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