Cisco 820-605 Practice Test - Questions Answers, Page 11
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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
successful contract renewal
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?
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
Which expense is an operating expense (OPEX)?
payroll
computer equipment
software
office improvements
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.)
customer annual report and quarterly business reviews
sales account plan
detailed contract inventory
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?
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 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
In which stage does the Customer Success Manager initially validate stakeholders?
onboarding
deployment
utilization
purchase
DRAG DROP
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
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?
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
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
help desk data
health score
risk management
telemetry
training surveys
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