Cisco 820-605 Practice Test - Questions Answers, Page 13
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Refer to the exhibit.
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?
The customer has a high probability to renew and will include an expanded opportunity
The customer's usage is too low to correctly measure the chance of their retention
The customer has increased usage, which shows a strong indicator of renewal
The customer's usage has seen a recent decline and the chance of them churning will be higher
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 directly enable renewals
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.)
expansion of solution features
renewal of solution subscription
purchase of a new solution
deployment of solution
expansion of solution services
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
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
training on existing features
hosting an executive review
increasing license count
What is a type of expansion opportunity?
additional user groups
positive customer sentiment
strong stakeholder communication
using latest release versions
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
survey sent to all end users
renewal reminder to stakeholders
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)
Experience
Evaluation
Awareness
Deployment
Adoption
Which activity should happen after successful customer value realization?
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.
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