Cisco 820-605 Practice Test - Questions Answers, Page 15
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While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the nextstep the Customer Success Manager should take after this conversation?
Host a discovery session with stakeholders to identify challenges and desired outcomes.
Invites the stakeholders to attend technical training on different product use cases.
Educate the operations team on the features and capabilities of the existing solution.
Ensure the customer's procurement team is aware of the existing solution and its usage history.
Which two actions should be taken when a customer's usage is in decline? (Choose two.)
Show the customer how the current solution compares to the offers from a competitor.
Assess the capabilities of the solution against the customer's desired outcomes.
Tell the customer a new solution will soon be available.
Review the implementation plan with key customer leadership.
Identify changes in the customer's business processes.
Refer to the exhibit.
Which action should the Customer Success Manager take to improve the health index of Company B?
Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
Perform a marketing campaign and design a roadmap of new products.
Provide recommendations for training and offer scripts for learning products.
Observe the net promoter scores and how likely the customer is to create a success story.
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
Onboard
Purchase
Implement
Select
What are two customer advantages of purchasing subscription licenses? (Choose two.)
It enables software providers to control customer consumption.
The customer can discontinue the subscription if value is not realized.
It provides the customer with a pay per use model.
It creates high aftermarket resale value.
Software maintenance is offered through a separate contract.
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
Lack of sufficient expertise with minimal consulting stakeholders engaged.
Running the risk of under communicating with too few stakeholders involved.
It is difficult to get a consensus or agreement with the number of roles accountable.
Too many people are responsible, which leaves no clear leader.
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
No action is necessary as long as the health index is green
Observe the online image of the customer
Review and update the success plan for ongoing activities
Manage the service issues and escalations
Join the sales and marketing strategy meetings
What should be the primary source of information about a customer's current adoption barriers?
current industry trends
insight from the account team
bill of materials
customer strategic goals
What is the value proposition of customer success for customers?
reduction of risk
reduced time to value
expansion opportunities
impacting business outcomes
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