Cisco 820-605 Practice Test - Questions Answers
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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
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.
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 create a communication plan
to build a product roadmap
to establish a training plan
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.)
completion of customer training
identification of customer business outcomes
review of product roadmap
scheduling of Quarterly Success Review
alignment of key stakeholders
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?
Increase solution discount.
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?
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 number of trained users
adoption of a product
development of a new product
increase in the net promoter score
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