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Difficulty in writing Cisco 820-605: Cisco Customer Success Manager Exam
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NEW QUESTION 72
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. confirmation of customer business outcomes
- B. review of product roadmap
- C. agreement of key stakeholders
- D. scheduling of Quarterly Success Review
- E. completion of customer training
Answer: A,D
NEW QUESTION 73
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. renewal of solution subscription
- B. deployment of solution
- C. expansion of solution features
- D. expansion of solution services
- E. purchase of a new solution
Answer: C,D
Explanation:
There are many ways that you can add value for your customers by expanding their consumption of your solutions and services, such as these examples:
- Add features to the product or upgrade the license tier
- Implement or optimize services
NEW QUESTION 74
Why should a customer's success be documented?
- A. to establish KPIs that measure success
- B. to document roles and responsibilities for project management
- C. to provide awareness of the value achieved by the solution
- D. to provide expansion opportunities for the sales team
Answer: C
NEW QUESTION 75
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.
Answer:
Explanation:
NEW QUESTION 76
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)
- A. process barrier
- B. product barrier
- C. cultural barrier
- D. technical barrier
- E. cost barrier
Answer: A,C
NEW QUESTION 77
What is a key driver that is creating the need for customer success?
- A. financial resources
- B. subscription economy
- C. portfolio management
- D. advanced specializations
Answer: A
NEW QUESTION 78
A large university has deployed a new IT solution designed to improve the overall student and staff experience Which approach to measure success is the best?
- A. Combination of tailored surveys and IT tools-based metrics.
- B. Twice yearly student and staff surveys with two questions related to IT
- C. Implement staff Super Users to provide feedback
- D. Measure the number of complaints raised by students.
Answer: B
NEW QUESTION 79
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION 80
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. business
- B. technical
- C. data
- D. operational
Answer: A
NEW QUESTION 81
The 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 over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- B. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- C. Have the CIO define a clear IT strategy and implement the suggestions immediately.
- D. Have the CSM define how value should be measured at the end of the contract period.
Answer: B
NEW QUESTION 82
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- B. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
- C. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
- D. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
Answer: C
NEW QUESTION 83
On which two objectives should communication with customer executives focus? (Choose two)
- A. user training
- B. return on investment
- C. time to value
- D. new sales
- E. product improvement
Answer: B,C
NEW QUESTION 84
Which definition of a use case is true?
- A. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
- B. comparison of the marketing description of what a product does to the customer's experience
- C. list of actions or event steps that a customer uses
- D. list of instructions that customer uses for their software
Answer: A
NEW QUESTION 85
From a Customer Success perspective, why should the customer's health be monitored?
- A. to identify unused licenses so they can be addressed via a service improvement plan
- B. to provide the opportunity to address any changes in the customer's experience around the solution
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to directly enable renewals
Answer: C
NEW QUESTION 86
What is a type of expansion opportunity?
- A. using latest release versions
- B. additional user groups
- C. positive customer sentiment
- D. strong stakeholder communication
Answer: C
NEW QUESTION 87
What is a consideration in evaluating readiness for adoption?
- A. Validate that all required items have been purchased.
- B. Identify potential accelerators that could optimize performance.
- C. Review customer acceptance test plan.
- D. Identify features or functions that are not deployed or underutilized.
Answer: C
NEW QUESTION 88
Which two actions are an adoption campaign? (Choose two )
- A. renewal reminder to stakeholders
- B. messaging to stakeholders on new product releases
- C. survey sent to all end users
- D. messaging to users on best practice approaches lo their solution
- E. messaging to stakeholders on the new features of their solution
Answer: A,B
NEW QUESTION 89
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Review and update the success plan for ongoing activities
- B. Observe the online image of the customer
- C. Join the sales and marketing strategy meetings
- D. Manage the service issues and escalations
- E. No action is necessary as long as the health index is green
Answer: A,D
NEW QUESTION 90
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
- B. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- C. Engage the service delivery manager and request two days of free consultation for the customer
- D. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
Answer: A
NEW QUESTION 91
What is the order of the key elements of process improvement for Customer Success?
- A. measure, define, analyze, control, improve
- B. define, analyze, measure, improve, control
- C. define, measure, analyze, improve, control
- D. analyze, define, measure, control, improve
Answer: C
NEW QUESTION 92
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?
- A. Twice yearly student and staff surveys with two QUESTIONs related to IT
- B. Combination of tailored surveys and IT tools-based metrics
- C. Measure the number of complaints raised by students
- D. Implement staff Super Users to provide feedback
Answer: C
NEW QUESTION 93
Which two options are reasons why effective communications is key to success? (Choose two.)
- A. Can help mitigate the intrinsic risks within negotiation.
- B. It allows effective interaction between stakeholders.
- C. It allows other strengths to create maximum impact.
- D. Can help lessen the impact of business weakness.
Answer: B,D
NEW QUESTION 94
Customer A has 120 000 employees and a meeting booking system that is 20 years old It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. process barrier
- B. cultural barrier
- C. technical barrier
- D. cost barrier
- E. product barrier
Answer: B,E
NEW QUESTION 95
Which statement describes an end user adoption barrier?
- A. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- B. The budget is insufficient to implement the solution for a new branch of the business.
- C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- D. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
Answer: A
Explanation:
Explanation/Reference: https://useriq.com/user-adoption-barriers/
NEW QUESTION 96
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