820-605 Questions Pass on Your First Attempt Dumps for Digital Transformation Specialist Certified
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Topics of Cisco 820-605: Cisco Customer Success Manager Exam
candidates must know the exam topics before they start preparation. Because it will help them in hitting the core. Our 820-605 dumps will include the following topics:
Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology Outline
Describe the role of the Customer Success Manager
Describe the lifecycle approach to customer experience
Describe the tools that the Customer Success Manager uses to ensure the customer experience
Transition to Subscription Econo
- Customer and Industry Trends
- Impact of Customer Success on Business Practices
- Defining Customer Success and the CSM Role
Engaging the Customer for Succe
Engaging the Customer for Success Addressing Barriers
Customer Success Management Activiti
- Success Plan Elements
- Customer Success Management Activities
- Expand and Renewals
NEW QUESTION 16
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?
- A. capability
- B. financial
- C. consumption
- D. organizational
Answer: C
NEW QUESTION 17
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. detailed contract inventory
- B. customer annual report and quarterly business reviews
- C. questions to validate the interpreted analytical data
- D. support tickets reports and diagnostic information
- E. sales account plan
Answer: B,D
NEW QUESTION 18
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. cultural barrier
- B. product barrier
- C. cost barrier
- D. process barrier
- E. technical barrier
Answer: A,D
NEW QUESTION 19
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. Quarterly Success Review build and delivery
- B. initial user group identified and their use cases confirmed
- C. customer's stakeholders and their business outcomes
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. additional features that will align with the business outcomes
Answer: C,D
NEW QUESTION 20
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)
- A. cost efficiency
- B. employee satisfaction
- C. business growth
- D. sustainability
- E. time to market
Answer: A,E
NEW QUESTION 21
Which expense is aN operating expense (OPEX)?
- A. computer equipment
- B. payroll
- C. office improvements
- D. software
Answer: B
NEW QUESTION 22
The customer wants to increase the number of services in their portfolio and improve the time to launch these services.
Which two business outcomes are appropriate? (Choose two.)
- A. employee satisfaction
- B. business growth
- C. cost efficiency
- D. sustainability
- E. time to market
Answer: B,E
NEW QUESTION 23
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. sustainability
- B. cost efficiency
- C. risk management
- D. market growth
Answer: A
NEW QUESTION 24
Which type of information should be captured during the first customer engagement?
- A. expansion opportunities
- B. stakeholder map
- C. customer's desired outcomes
- D. cases escalated to technical support
Answer: C
NEW QUESTION 25
What are two examples of expand opportunities? (Choose two.)
- A. increasing license count
- B. adding headcount to manage solution by the customer
- C. providing solution optimization services
- D. training on existing features
- E. hosting an executive review
Answer: C,D
NEW QUESTION 26
Which two outcomes are expansion opportunities within customer success? (Choose two )
- A. expansion of solution features
- B. deployment of solution
- C. purchase of a new solution
- D. expansion of solution services
- E. renewal of solution subscription
Answer: D,E
NEW QUESTION 27
Which action should be taken when new company leadership is forcing a competitor's solution?
- A. Hold an executive briefing to evaluate risks of the proposed solution.
- B. Tell the new leadership about the long-standing relationship between two companies.
- C. Demonstrate how the current solution is a lower-cost solution than competitors.
- D. Recheck the value realized by the current solution.
Answer: D
NEW QUESTION 28
Which sources should be used to uncover customer barriers?
- A. conversation, data, health score
- B. observation, conversation, data
- C. intuition, observation, data
- D. data, health score, intuition
Answer: B
NEW QUESTION 29
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 30
Which two actions are in adoption campaign? (Choose two.)
- A. renewal reminder to stakeholders
- B. messaging to stakeholders on the new features of their solution
- C. messaging to users on best practice approaches to their solution
- D. survey sent to all end users
- E. messaging to stakeholders on new product releases
Answer: C,D
NEW QUESTION 31
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign provides free trial licenses for feature upgrades.
- B. The adoption campaign surveys all end users for product feedback.
- C. The adoption campaign notifies customers of a critical bug.
- D. The adoption campaign provides free user training.
- E. The adoption campaign provides notifications of new feature releases.
Answer: B,E
NEW QUESTION 32
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. cost efficiency
- B. sustainability
- C. risk management
- D. employee satisfaction
- E. credibility
Answer: A,D
NEW QUESTION 33
Drag and Drop Question
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION 34
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution
- B. Give the customer a discount on a future purchase
- C. Suggest that the customer replace their existing staff
- D. Provide the customer with a chargeable deployment service
Answer: A
NEW QUESTION 35
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