The Chief Information Officer (CIO) of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed for over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

Adopt a lifecycle approach with a proactive review of service performance against KPIs.

Have the CSM define how value should be measured at the end of the contract period.

Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

Have the CIO define a clear IT strategy and implement the suggestions immediately.

From a Customer Success perspective, why should the customer's health be monitored?

to provide the opportunity to address any changes in the customer's experience around the solution

to identify unused licenses so they can be addressed via a service improvement plan

to give the customer valuable insight so they can automatically renew critical services on time

Which two outcomes are expansion opportunities within customer success? (Choose two.)

renewal of solution subscription

In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

The adoption campaign surveys all end users for product feedback.

The adoption campaign provides free user training.

The adoption campaign provides notifications of new feature releases.

The adoption campaign surveys all end users for product feedback.

The adoption campaign notifies customers of a critical bug.

The adoption campaign provides free trial licenses for feature upgrades.

The adoption campaign provides free user training.

What are two examples of expand opportunities? (Choose two.)

providing solution optimization services

adding headcount to manage solution by the customer

What is a type of expansion opportunity?

strong stakeholder communication

Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

renewal reminder to stakeholders

Which activity should happen after successful customer value realization?

Identify lessons learned and see how the engagement time can be shortened.

Publish a case study that presents the customer success story.

Identify lessons learned and see how the engagement time can be shortened.

Fully engage in a feature planning session for the future.

Review usage, potential roadblocks, and bottlenecks to product engagement.

A customer has six technical support cases open that are related to user connectivity that have negatively 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?

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

Offer the customer a discount because of their problems.

Request a meeting with customer executives.

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

Ensure the escalation to technical specialists.

Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?

Provide recommendations for training or suggest new features based on data analysis.

Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

Observe net promoter scores and how likely the customer is to recommend the products to someone else.

Provide recommendations for training or suggest new features based on data analysis.

Perform a marketing campaign and share the roadmap of new products.

Which outcome is the best that a Customer Success Manager can achieve for a customer?

adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

full adoption of all the technologies the customer purchased

removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

ensuring the customers deployment teams and end users are trained and ready to adopt the technology

Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

Review priorities from the Success Plan with customer leadership.

Determine if there has been a change in resourcing or stakeholders.

Sell additional training to the customer.

Introduce new features that have been recently enabled within the product.

Review priorities from the Success Plan with customer leadership.

Offer upfront discounts and secure the business for as many years as possible.

Determine if there has been a change in resourcing or stakeholders.

Which scenario represents a use case expand opportunity?

endpoint security solution extended to cover data center servers in addition to laptops

usage KPIs are on target entering the fourth quarter

supplementary training sessions are organized on existing features

solution management team adds headcount

endpoint security solution extended to cover data center servers in addition to laptops

As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

Make the story for internal use only.

Talk to senior management to explain the benefits of success story creations.

Explain that this is a role metric that is needed to satisfy quotas.

Make the story for internal use only.

Offer the customer free products or services as an incentive.

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the nextstep the Customer Success Manager should take after this conversation?

Host a discovery session with stakeholders to identify challenges and desired outcomes.

Invites the stakeholders to attend technical training on different product use cases.

Educate the operations team on the features and capabilities of the existing solution.

Ensure the customer's procurement team is aware of the existing solution and its usage history.

Which two actions should be taken when a customer's usage is in decline? (Choose two.)

Assess the capabilities of the solution against the customer's desired outcomes.

Identify changes in the customer's business processes.

Show the customer how the current solution compares to the offers from a competitor.

Assess the capabilities of the solution against the customer's desired outcomes.

Tell the customer a new solution will soon be available.

Review the implementation plan with key customer leadership.

Identify changes in the customer's business processes.

Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company B?

Analyze annual recurring revenue growth and reduce renewal risks associated with technology.

Perform a marketing campaign and design a roadmap of new products.

Provide recommendations for training and offer scripts for learning products.

Observe the net promoter scores and how likely the customer is to create a success story.

What are two customer advantages of purchasing subscription licenses? (Choose two.)

The customer can discontinue the subscription if value is not realized.

It provides the customer with a pay per use model.

It enables software providers to control customer consumption.

The customer can discontinue the subscription if value is not realized.

It provides the customer with a pay per use model.

It creates high aftermarket resale value.

Software maintenance is offered through a separate contract.

Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?

It is difficult to get a consensus or agreement with the number of roles accountable.

Lack of sufficient expertise with minimal consulting stakeholders engaged.

Running the risk of under communicating with too few stakeholders involved.

It is difficult to get a consensus or agreement with the number of roles accountable.

Too many people are responsible, which leaves no clear leader.

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

Review and update the success plan for ongoing activities

Manage the service issues and escalations

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

Cisco 820-605 Practice Test 4 - Free Online Exam Prep & Questions

Refer to the exhibit.

Cisco 820-605 image Question 121 120000 10112024185511000000

The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

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Cisco 820-605 Practice Test 4

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