Cisco 820-605 Practice Test - Questions Answers, Page 10
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What are two adoption barriers? (Choose two.)
gaps in the account baseline
unused customer success support
lack of resources
loss of project sponsor
lack of expansion
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
challenges the status quo
drives adoption
shares industry trends
What are two expectations of the Quarterly Success Review? (Choose two.)
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.)
opportunities for advocacy shared
stakeholders identified
business outcomes with KPI metrics identified
training sessions for end users planned
network diagrams provided
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)
cost efficiency
employee satisfaction
time to market
business growth
sustainability
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?
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?
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?
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
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