Cisco 820-605 CSM Dumps Questions have been Updated

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Cisco Customer Success Manager 820-605 CSM dumps questions have been updated, which are valid. All the updated Cisco certification 820-605 CSM dumps questions can make sure you pass the test easily. Free updated Cisco 820-605 CSM exam dumps questions are below.

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1. Which type of KPI is of the most interest to Customer Success?

business KPIs that define progress to the Business Outcome

sales KPIs for revenue generation

IT services KPIs for operations

OPEX KPIs that define the operational costs of the company

2. 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.)

risk management

employee satisfaction

cost efficiency

credibility

sustainability

3. A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution.

Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

Have marketing write a blog post about the new solution.

Encourage the customer to purchase updated endpoints.

Block all alternative chat and video collaboration systems.

Conduct a survey to determine which collaboration solutions users are using.

Advertise additional user training sessions throughout the organization.

4. Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

diagnostic

descriptive

prescriptive

predictive

5. Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

descriptive

diagnostic

prescriptive

predictive

6. Which Key Performance Indicators contribute to customer value achievements?

profit and risk reduction

employee usage and training volume

product, services, and sales

cost, time, and customer satisfaction

7. The customer wants to increase their market share and protect brands reputation.

Which two business outcomes are critical to the company’s success? (Choose two.)

risk management

credibility

business growth

cost efficiency

sustainability

8. Which definition of a use case is true?

comparison of the marketing description of what a product does to the customer’s experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

9. You notice a decline over time in your customer’s usage of your product.

Which action do you consider?

Tell the customer a new solution will soon be available

Carefully tell the customer to get more people to use your product

Re-assess the customer’s business process and outline the capability of the solution

Show the customer a comparison of the solution versus the competition

10. Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

Customer Success Specialist

Technical Engineer

Sales Engineer

Solution Product Manager

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11. A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production.

How should the Customer Success Manager address the one solution that has not been fully enabled?

Contact the services team and request that they reach out to the customer to address the solution

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will probably renew and you can address the issue after the renewal

12. Refer to the exhibit.

Which action must be taken by Customer Success Manager?

Recommend expansion opportunities

Review the financial index.

Develop a customer testimonial.

Identify the adoption barriers.

13. What is the customer success objective of a Quarterly Success Review?

Introduce new products and services.

Evaluate renewal contract.

Align work effort to outcomes.

Create a success plan.

14. What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Review the bill of materials

Evaluate the Customer Success Plan

Collaborate with the sales team.

Engage with the customer

15. DRAG DROP

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.

16. What is a key driver that is creating the need for customer success?

financial resources

subscription economy

advanced specializations

portfolio management

17. 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?

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

18. Which definition of customer success is true?

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

19. 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?

Engage the service delivery manager and request two days of free consultation for the customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

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

20. Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

Account Manager

Customer Success Manager

Product Sales Specialist

Business Development Manager

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21. The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.

Which two business outcomes are critical to the company’s success? (Choose two.)

sustainability

credibility

time to market

business growth

cost efficiency

22. The Customer Success Manager notices that their customer has delayed going into production.

Which action does the Customer Success Manager consider?

Suggest that the customer replace their existing staff

Provide the customer with a chargeable deployment service

Re-enforce the time to value of the solution

Give the customer a discount on a future purchase

23. 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?

operational

business

technical

data

24. 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?

Quarterly Success Review build and delivery

service introduction to confirm that they know how to submit service issues at the go live

initial user group identified and their use cases confirmed

customer’s stakeholders and their business outcomes

additional features that will align with the business outcomes

25. How are operating expenses (OpEx) different from capital expenses (CapEx)?

OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.

OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.

OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

OpEx has depreciation, while there is no deprecation with CapEx.

26. Which statement describes an end user adoption barrier?

There are insufficient licenses for additional staff from a newly acquired company to use the solution.

The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

The budget is insufficient to implement the solution for a new branch of the business.

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

27. Which two results of a successful customer onboarding stage are the most important? (Choose two.)

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

28. Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

Provide break-fix support for technical problems experienced or observed by the customer.

Provide training content to address current and existing barriers.

Provide a detailed cost structure for the management team.

Provide direct and in-depth technical expertise upon customer request.

29. A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used.

Which two types of adoption barriers are occurring? (Choose two.)

process

people

tools

platform

application

30. Which element evaluates a customer outcome?

key performance indicators

milestones

metrics

benchmarks

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31. Which method is directly associated with evaluating a customer outcome?

milestones

key performance indicators

metrics

benchmarks

Cisco 820-605 CSM Dumps Questions have been Updated

Cisco 820-605 CSM Dumps Questions have been Updated

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