Cisco 820-605 Practice Test - Questions Answers, Page 14
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A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
Offer the customer a discount because of their problems.
Request a meeting with customer executives.
Establish a timeline of when a solution must be in place.
Ensure the escalation to technical specialists.
Refer to the exhibit.
Which action should the Customer Success Manager take to improve the health index of Company A?
Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
Observe net promoter scores and how likely the customer is to recommend the products to someone else.
Provide recommendations for training or suggest new features based on data analysis.
Perform a marketing campaign and share the roadmap of new products.
Who confirms the use cases targeted in a Customer Success Plan?
primary customer stakeholder
account team sales lead
customer enterprise architect
Customer Success Manager
Which outcome is the best that a Customer Success Manager can achieve for a customer?
adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
full adoption of all the technologies the customer purchased
removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
ensuring the customers deployment teams and end users are trained and ready to adopt the technology
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
Sell additional training to the customer.
Introduce new features that have been recently enabled within the product.
Review priorities from the Success Plan with customer leadership.
Offer upfront discounts and secure the business for as many years as possible.
Determine if there has been a change in resourcing or stakeholders.
What is a leading indicator of adoption in the healthscore?
renewal
integrated account plan
product sales
product quality
What is the financial implication of churn?
reduced technology footprint
increased user licensing
reduced revenue
increased renewal value
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
customer budget
adoption barriers
value realization
competitive differentiation
Which scenario represents a use case expand opportunity?
usage KPIs are on target entering the fourth quarter
supplementary training sessions are organized on existing features
solution management team adds headcount
endpoint security solution extended to cover data center servers in addition to laptops
As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?
Talk to senior management to explain the benefits of success story creations.
Explain that this is a role metric that is needed to satisfy quotas.
Make the story for internal use only.
Offer the customer free products or services as an incentive.
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