What is the customer success objective of a Quarterly Success Review?

Introduce new products and services.

Which task drives advocacy with customer stakeholders?

creating a Customer Success Plan

creating technical documentation

What is a Quarterly Success Review?

conversation that outlines the key initiatives that are agreed upon in the success plan

gap analysis that focuses on the state of the customer's current architecture

new success plan that focuses on the upcoming goals for the customer

conversation that outlines the key initiatives that are agreed upon in the success plan

technical analysis that outlines the implementation plan and adoption barriers

What is the best reason for documenting your customer's success?

To provide awareness of the value achieved by the customer's purchased solution

To establish KPI's that measure the success of your company's business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

Which type of information should be captured during the first customer engagement?

cases escalated to technical support

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

Conduct an assessment of the business impact of the problem.

Evaluate the availability of resources to work on the problem.

Engage a specialist to identify a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

Conduct a survey to determine which collaboration solutions users are using.

Advertise additional user training sessions throughout the organization.

Have marketing write a blog post about the new solution.

Encourage the customer to purchase updated endpoints.

Block all alternative chat and video collaboration systems.

Conduct a survey to determine which collaboration solutions users are using.

Advertise additional user training sessions throughout the organization.

What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Collaborate with the sales team.

Evaluate the Customer Success Plan.

Refer to the exhibit. What is the problem with this RACI example?

Too many people are accountable for this task.

Every task should have four people consulted.

More stakeholders should be involved.

Too many people are accountable for this task.

Which definition of a use case is true?

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

comparison of the marketing description of what a product does to the customer's experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

Refer to the exhibit. What does this health score indicate?

The customer is unlikely to advocate for this product.

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

Which action should betaken when new company leadership is forcing a competitor's solution?

Hold an executive briefing to evaluate risks of the proposed solution.

Recheck the value realized by the current solution.

Demonstrate how the current solution is a lower-cost solution than competitors.

Hold an executive briefing to evaluate risks of the proposed solution.

Tell the new leadership about the long-standing relationship between two companies.

Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan?

Identify and document barriers that impact product C.

Design and propose a discount on product G.

Contact and collaborate with the individuals involved in the onboarding of product E.

Offer and encourage the opportunity for the customer to participate in a success story for product F.

Identify and document barriers that impact product C.

What is the purpose of targeted use cases?

They define how a solution is applied to enable a desired outcome.

They highlight the product differentiation from a competitor.

They define how a solution is applied to enable a desired outcome.

They function without the purchase of additional services.

They provide customers with ways to take advantage of additional features.

How can Customer Success Plan tracking drive additional license purchases?

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the mean time to failure of the solution.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the number of technical support cases opened.

What is the order of the key elements of process improvement for Customer Success?

define, measure, analyze, improve, control

measure, define, analyze, control, improve

define, measure, analyze, improve, control

define, analyze, measure, improve, control

analyze, define, measure, control, improve

A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

Document customer's current technical escalations.

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer's current technical escalations.

Speak the internal contacts to understand the customer's priorities and sentiment.

Which two activities support Customer Success planning? (Choose two.)

adoption barrier identification

service delivery program management

What is a common indicator of customer health?

amount of money spent on the solution

Which sources should be used to uncover customer barriers?

observation, conversation, data

conservation, data, health score

observation, conversation, data

Which action should a Customer Success Manager take to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

Provide training content to address current and existing barriers.

Provide break-fix support for technical problems experienced or observed by the customer.

Provide a detailed cost structure for the management team.

Provide training content to address current and existing barriers.

Provide direct and in-depth technical expertise upon customer request.

Refer to the exhibit. Which action must be taken by Customer Success Manager ?

Identify the adoption barriers.

Recommend expansion opportunities.

Develop a customer testimonial.

Identify the adoption barriers.

What are two barriers to adoption within an organization? (Choose two.)

inadequate knowledge and skills

solution implemented by partner

inadequate knowledge and skills

Cisco 820-605 Practice Test 2 - Free Online Exam Prep & Questions

In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

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Cisco 820-605 Practice Test 2

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