Cisco 820-605 Daily Practice Exam New 2023 Updated 152 Questions
Use Valid 820-605 Exam - Actual Exam Question & Answer
NEW QUESTION # 36
Which statement describes the difference between customer success and customer sales?
- A. 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. - B. 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. - C. 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.
- D. 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.
Answer: C
NEW QUESTION # 37
Which two actions are critical when communicating with executives? (Choose two.)
- A. Target executive priorities
- B. Incorporate the sales team's plan
- C. Focus on the value achieved
- D. Keep services as a primary topic
- E. Focus on technical details
Answer: A,C
NEW QUESTION # 38
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders
- B. Run analysis on all the license types used by the customer on all platforms
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Share the report with the customer point of contact for license types B and D and determine causes
Answer: B
NEW QUESTION # 39
What is a financial implication of churn?
- A. expansion of contract
- B. decrease in subscription
- C. increase in service level
- D. decrease in discounts
Answer: B
NEW QUESTION # 40
From a Customer Success perspective, why should the customer's health be monitored?
- A. to directly enable renewals
- B. to provide the opportunity to address any changes in the customer's experience around the solution
- C. to identify unused licenses so they can be addressed via a service improvement plan
- D. to give the customer valuable insight so they can automatically renew critical services on time
Answer: A
NEW QUESTION # 41
Which perspectives are covered in a balanced scorecard?
- A. business outcomes, customer, employee, risk
- B. customer, employee, partner, risk
- C. business process, customer, financial, learning, growth
- D. competition, culture, financial. IT systems
Answer: C
NEW QUESTION # 42
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Join the sales and marketing strategy meetings
- B. Manage the service issues and escalations
- C. No action is necessary as long as the health index is green
- D. Observe the online image of the customer
- E. Review and update the success plan for ongoing activities
Answer: C,E
NEW QUESTION # 43
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
- B. Utilize people to focus your customers in a 1:many customer success experience
- C. Utilize a digital engagement so all your customers experience the touch of customer success
- D. Utilize the service team to form a larger internal team to lead the engagement
Answer: A
NEW QUESTION # 44
Which of these is included in a success plan?
- A. customer HR processes
- B. confidential customer information
- C. customer business outcomes
- D. services cost
Answer: C,D
NEW QUESTION # 45
What are two examples of expand opportunities? (Choose two.)
- A. providing solution optimization services
- B. increasing license count
- C. hosting an executive review
- D. training on existing features
- E. adding headcount to manage solution by the customer
Answer: A,D
NEW QUESTION # 46
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A. Implement
- B. Purchase
- C. Select
- D. Onboard
Answer: C
NEW QUESTION # 47
What is the best method to measure customer consumption of technology?
- A. content management
- B. recurring revenue management
- C. enterprise CRM and incident management
- D. telemetry and analytics
Answer: D
NEW QUESTION # 48
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 49
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. Measure the number of complaints raised by students
- B. Twice yearly student and staff surveys with two questions related to IT
- C. Implement staff Super Users to provide feedback
- D. Combination of tailored surveys and IT tools-based metrics
Answer: A
Explanation:
Explanation
Explanation/Reference:
NEW QUESTION # 50
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Build an understanding of your customer's business and market trends and priorities.
- B. Engage with the account team to understand the expansion opportunities.
- C. Perform a deep analysis of all the sales orders for the past 24 months.
- D. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
Answer: A
NEW QUESTION # 51
Drag and Drop Question
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics.
Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 52
What are two barriers to adoption within an organization? (Choose two.)
- A. solution implemented by partner
- B. organizational silos
- C. inadequate knowledge and skills
- D. agile development model
- E. centralized IT organization
Answer: A,C
NEW QUESTION # 53
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