Cisco 820-605 Practice Test - Questions Answers, Page 7
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Which element evaluates a customer outcome?
key performance indicators
milestones
metrics
benchmarks
Which action should betaken when new company leadership is forcing a competitor's solution?
Recheck the value realized by the current solution.
Demonstrate how the current solution is a lower-cost solution than competitors.
Hold an executive briefing to evaluate risks of the proposed solution.
Tell the new leadership about the long-standing relationship between two companies.
Refer to the exhibit.
Based on the stage and health reflected, what must be the first priority of the success plan?
Design and propose a discount on product G.
Contact and collaborate with the individuals involved in the onboarding of product E.
Offer and encourage the opportunity for the customer to participate in a success story for product F.
Identify and document barriers that impact product C.
What is the purpose of targeted use cases?
They highlight the product differentiation from a competitor.
They define how a solution is applied to enable a desired outcome.
They function without the purchase of additional services.
They provide customers with ways to take advantage of additional features.
How can Customer Success Plan tracking drive additional license purchases?
The Success Plan tracks the mean time to failure of the solution.
The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
The Success Plan tracks gains in user productivity and communicates this back to the business.
The Success Plan tracks the number of technical support cases opened.
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
cost
value
benefit
customer relationship
On which two objectives should communication with customer executives focus? (Choose two.)
return on investment
product improvement
new sales
user training
time to value
What is the order of the key elements of process improvement for Customer Success?
measure, define, analyze, control, improve
define, measure, analyze, improve, control
define, analyze, measure, improve, control
analyze, define, measure, control, improve
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?
Engage with the account team to understand the expansion opportunities.
Perform a deep analysis of all the sales orders to the past 24 months.
Document customer's current technical escalations.
Speak the internal contacts to understand the customer's priorities and sentiment.
Which two activities support Customer Success planning? (Choose two.)
service ticket tracking
adoption barrier identification
quality control
service delivery program management
KPI tracking
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