Latest [Jan 18, 2022] Real Cisco 820-605 Exam Dumps Questions
820-605 Dumps To Pass Digital Transformation Specialist Exam in One Day (Updated 105 Questions)
Difficulty in writing Cisco 820-605: Cisco Customer Success Manager Exam
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NEW QUESTION 20
Which adoption barrier results from failing to identify key stakeholders?
- A. additional training requirements
- B. missing value of product roadmap
- C. lack of resources
- D. fragmented purchase
Answer: C
NEW QUESTION 21
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. Measure the number of complaints raised by students.
- C. Implement staff Super Users to provide feedback
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: D
NEW QUESTION 22
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)
- A. Examine the recent QBR results.
- B. Review the account health score.
- C. Evaluate the architecture value cards.
- D. Analyze the adoption report.
- E. Research the list of accelerators.
Answer: A,D
NEW QUESTION 23
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. Have the CSM define how value should be measured at the end of the contract period.
- C. Have the CIO define a clear IT strategy and implement the suggestions immediately.
- D. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
Answer: A
NEW QUESTION 24
Refer to the exhibit.
The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer has increased usage, which shows a strong indicator of renewal
- B. The customer's usage is too low to correctly measure the chance of their retention
- C. The customer's usage has seen a recent decline and the chance of them churning will be higher
- D. The customer has a high probability to renew and will include an expanded opportunity
Answer: C
NEW QUESTION 25
Refer to the exhibit.
What is the problem with this RACI example?
- A. More stakeholders should be involved.
- B. Too many people are accountable for this task.
- C. Every task should have four people consulted.
- D. No one has multiple roles.
Answer: B
NEW QUESTION 26
Which activity reduces the risk of chum?
- A. educating on product features
- B. expanding the customer footprint
- C. lowering the service level
- D. providing a discount on renewal
Answer: B
NEW QUESTION 27
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 28
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. expansion of solution services
- C. deployment of solution
- D. expansion of solution features
- E. renewal of solution subscription
Answer: C,D
Explanation:
Explanation/Reference:
NEW QUESTION 29
What is the best reason for documenting your customer's success?
- A. To provide awareness Of the value achieved by the customer's purchased solution.
- B. To provide expansion opportunities for your sales team.
- C. To document roles and responsibilities for your project management.
- D. To establish KPI'S that measure the success of your company's business.
Answer: A
NEW QUESTION 30
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago.
The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
- A. number of users registered, number of meetings user initiated, number of meetings user joined
- B. number of users registered, service logs, number of users
- C. number of users registered, bandwidth utilization, number of training sessions user joined
- D. network utilization, number of meetings user initiated, number of users
Answer: A
NEW QUESTION 31
Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)
- A. Deployment
- B. Experience
- C. Adoption
- D. Evaluation
- E. Awareness
Answer: C,E
NEW QUESTION 32
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
- A. Evaluate the availability of resources to work on the problem.
- B. Establish a timeline of when a solution must be in place.
- C. Engage a specialist to identity a technical solution or workaround.
- D. Conduct an assessment of the business impact of the problem.
Answer: A
NEW QUESTION 33
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. sustainability
- B. risk management
- C. credibility
- D. employee satisfaction
- E. cost efficiency
Answer: D,E
NEW QUESTION 34
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: D
NEW QUESTION 35
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. Share the report with the customer point of contact for license types B and D and determine causes
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Run analysis on all the license types used by the customer on all platforms
Answer: A
NEW QUESTION 36
What are two barriers to adoption within an organization? (Choose two.)
- A. solution implemented by partner
- B. inadequate knowledge and skills
- C. agile development model
- D. organizational silos
- E. centralized IT organization
Answer: A,B
NEW QUESTION 37
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. Implement staff Super Users to provide feedback
- C. Measure the number of complaints raised by students
- D. Twice yearly student and staff surveys with two
Answer: C
NEW QUESTION 38
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )
- A. review of product roadmap
- B. scheduling of Quarterly Success Review
- C. completion of customer training
- D. confirmation of customer business outcomes
- E. agreement of key stakeholders
Answer: C,E
NEW QUESTION 39
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 40
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign provides notifications of new feature releases.
- B. The adoption campaign provides free user training.
- C. The adoption campaign provides free trial licenses for feature upgrades.
- D. The adoption campaign surveys all end users for product feedback.
- E. The adoption campaign notifies customers of a critical bug.
Answer: A,C
NEW QUESTION 41
Refer to the exhibit.
The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) and the number of users actively using the product (shown with the blue line).
Which statement about the customer is true?
- A. The customer's usage is too low to correctly measure the chance of their retention.
- B. The customers usage has seen a recent decline and the chance of them churning will be higher.
- C. The customer has a high probability to renew and will include an expanded opportunity.
- D. The customer has increased usage, which shows a strong indicator of renewal.
Answer: A
NEW QUESTION 42
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. training surveys
- B. risk management
- C. telemetry
- D. help desk data
- E. health score
Answer: D,E
NEW QUESTION 43
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