Cisco 820-605 Practice Test - Questions Answers, Page 12
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Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
KPIs
Health Index Report
RACI
Stakeholder Map
You notice a decline over time in your customer's usage of your product. Which action do you consider?
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
Focus on the value achieved
Incorporate the sales team's plan
Target executive priorities
Focus on technical details
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
organization chart discussed
account relationships identified
desired business outcomes discussed
stakeholders identified
network diagrams discussed
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
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?
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?
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
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