What is a business adoption barrier?

customer lacks technical knowledge

What is a technical adoption barrier?

lack of integration with other products

customer not measuring product value

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.)

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

Create a new Health Index dashboard with the Sales team.

Evaluate the customer's expertise in managing the purchased solution.

Examine solution pricing with the Renewals Manager.

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

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.)

Evaluate the customer's expertise in managing the purchased solution.

Review the original business case and reassess desired outcomes with the new leadership

Review the original sales proposal with the sales team.

Evaluate the customer's expertise in managing the purchased solution.

Offer discounts on new products to gain the interest of the new leadership.

Address and resolve all technical issues.

Review the original business case and reassess desired outcomes with the new leadership

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

Contact the services team and request that they reach out to the customer and address the solution

Make the renewals manager aware that the one solution is not fully implemented

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will likely renew, and the issue can be addressed after the renewal

What are two adoption barriers? (Choose two.)

unused customer success support

Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

the success plan, the agreed priorities, and the planned outcomes

technical support cases in flight and support options

stakeholder mapping and planned training sessions

upcoming contract renewal and expansion opportunities

What is the role of a subject matter expert in the Customer Success process?

accelerates customer value realization

What are two expectations of the Quarterly Success Review? (Choose two.)

Track key performance indicators or milestones.

Align with customer's critical business objectives.

Consider upgrades to support existing solutions.

Track key performance indicators or milestones.

Offer additional license purchases.

Align with customer's critical business objectives.

Negotiate the level of discount in a solution expansion.

What are two expected outcomes of the customer onboard stage? (Choose two.)

business outcomes with KPI metrics identified

opportunities for advocacy shared

business outcomes with KPI metrics identified

training sessions for end users planned

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?

Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.

Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Re-enforce the time to value of the solution

Suggest that the customer replace their existing staff

Provide the customer with a chargeable deployment service

Re-enforce the time to value of the solution

Give the customer a discount on a future purchase

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?

Build an understanding of your customer's business and market trends and priorities

Engage with the account team to understand the expansion opportunities

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

Build an understanding of your customer's business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

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?

Build an understanding of your customer's business and market trends and priorities

Engage with the account team to understand the expansion opportunities

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

Build an understanding of your customer's business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

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.)

moments of success when the customer acknowledges progress

continuing results based on unexpected value

moments of success when the customer acknowledges progress

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

Refer to the exhibit. Which initial action does a Customer Success Manager take?

Share the report with the customer point of contact for license types B and D and determine causes

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

questions to validate the interpreted analytical data

support tickets reports and diagnostic information

customer annual report and quarterly business reviews

questions to validate the interpreted analytical data

support tickets reports and diagnostic information

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

product use case that will achieve the desired outcome

KPI that will be improved by the new product solution

current existing products that are being displaced by the solution

current configuration guide of the product solution

product use case that will achieve the desired outcome

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1:many customer success experience

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Engage the service delivery manager and request two days of free consultation for the customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

You notice a decline over time in your customer's usage of your product. Which action do you consider?

Re-assess the customer's business process and outline the capability of the solution

Tell the customer a new solution will soon be available

Carefully tell the customer to get more people to use your product

Re-assess the customer's business process and outline the capability of the solution

Show the customer a comparison of the solution versus the competition

Which two actions are critical when communicating with executives? (Choose two.)

Keep services as a primary topic

Incorporate the sales team's plan

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

desired business outcomes discussed

account relationships identified

desired business outcomes discussed

What is the purpose of capturing moments of success with a customer?

recognizing the value of the engagement

validating deployment of the solution

expanding the purchased solution

renewing the contract and subscription

Which perspectives are covered in a balanced scorecard?

business process, customer, financial, learning, growth

customer, employee, partner, risk

business process, customer, financial, learning, growth

competition, culture, financial. IT systems

business outcomes, customer, employee, risk

Which action should a Customer Success Manager take when the product utilization score is not improving?

Conduct customer interviews to understand current adoption barriers and develop a solution plan.

Engage the sales team to upsell the solution and offer options and product diversity to the customer.

Review the support case history to identify product quality or customer education issues.

Contact the product operations team to review the telemetry and offer insights to the customer.

A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?

Explain the limitations of the available reports and offer options to provide input to develop new reports.

Provide the customer with access to the raw data to enable them to develop their own insights.

Appoint a customer representative to review the data and give specific suggestions.

Explain the limitations of the available reports and offer options to provide input to develop new reports.

Agree on a set of metrics and share the results and trend lines with recommendations for improvement.

From a Customer Success perspective, which reason to monitor your customer's health is the most important?

It provides the opportunity to address any changes in the customer's experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer's health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

Cisco 820-605 Practice Test 3 - Free Online Exam Prep & Questions

A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?

Become a Premium Member for full access

Unlock Premium Member

Cisco 820-605 Practice Test 3

Question

Cisco 820-605 Practice Tests

Practice Tests