Cisco Customer Success Gerente (CSM) Nueva Guía de estudio 820-605 en línea para la preparación

Posted by: Martina Comments: 0 Post Date: mayo 11, 2022

Martina2022-05-11T08:01:54+00:00

Si adquiere la certificación especialista en Gerente de Suceses de Cisco Cisco, debe aprobar el examen Cisco CSM 820-605 con éxito. Por lo tanto, recomendamos una nueva guía de estudio 820-605 en línea para la preparación del examen de Cisco Customer Success Gerente (CSM). La Guía de estudio de Cisco 820-605 de Realexam.es que viene con preguntas y respuestas reales le brindará la mejor solución para mostrarle las preguntas reales del examen de Cisco Customer Success Manager. Conocerá las preguntas del examen Cisco 820-605 y luego las practicará para llevar a su examen Cisco Customer Success (CSM) 820-605 con confianza. A continuación, compartimos preguntas gratuitas de práctica en línea 820-605 para leer fácilmente.

Page 1 of 5

1. Which two activities support Customer Success planning? (Choose two.)

service ticket tracking

adoption barrier identification

quality control

service delivery program management

KPI tracking

2. What is a lagging indicator of the customer achieving the value proposition?

product deployment

contract renewal

decrease in the number of problem reports

movement to evaluate stage

3. Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

4. What is the purpose of capturing moments of success with a customer?

expanding the purchased solution

recognizing the value of the engagement

renewing the contract and subscription

validating deployment of the solution

5. A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution.

Which steps with the Project and Operations teams ensure a successful adoption?

Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.

Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

6. Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?

customer budget

adoption barriers

value realization

competitive differentiation

7. What is the purpose of targeted use cases?

They highlight the product differentiation from a competitor.

They define how a solution is applied to enable a desired outcome.

They function without the purchase of additional services.

They provide customers with ways to take advantage of additional features.

8. What is a technical adoption barrier?

lack of integration with other products

underutilization of licenses

untrained customer user group

customer not measuring product value

9. Which factor delays time to value?

unrenewed Success Plan

unpaid invoice

loss of project sponsor

negative Net Promoter Score

10. During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media.

In which stage is the customer?

Adoption

Optimize

Expand

Advocate

Page 2 of 5

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

diagnostic

descriptive

prescriptive

predictive

12. 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?

The customer has a high probability to renew and will include an expanded opportunity

The customer’s usage is too low to correctly measure the chance of their retention

The customer has increased usage, which shows a strong indicator of renewal

The customer’s usage has seen a recent decline and the chance of them churning will be higher

13. DRAG DROP

Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

14. Which action should be taken when new company leadership is forcing a competitor’s solution?

Recheck the value realized by the current solution.

Demonstrate how the current solution is a lower-cost solution than competitors.

Hold an executive briefing to evaluate risks of the proposed solution.

Tell the new leadership about the long-standing relationship between two companies.

15. What is the order of the key elements of process improvement for Customer Success?

measure, define, analyze, control, improve

define, measure, analyze, improve, control

define, analyze, measure, improve, control

analyze, define, measure, control, improve

16. Which action should a Customer Success Manager take when the product utilization score is not improving?

Conduct customer interviews to understand current adoption barriers and develop a solution plan.

Engage the sales team to upsell the solution and offer options and product diversity to the customer.

Review the support case history to identify product quality or customer education issues.

Contact the product operations team to review the telemetry and offer insights to the customer.

17. Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

18. In which lifecycle stage would a lack of skilled resources be identified as a barrier?

sales proof of concept

late-stage adoption

early-stage adoption

solution renewal

19. Which scenario represents a use case expand opportunity?

usage KPIs are on target entering the fourth quarter

supplementary training sessions are organized on existing features

solution management team adds headcount

endpoint security solution extended to cover data center servers in addition to laptops

20. 1.A Customer Success Manager was assigned a strategic new account.

Which action prepares them for the customer introduction meeting?

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer's current technical escalations.

Speak the internal contacts to understand the customer's priorities and sentiment.

Page 3 of 5

21. Which of these is included in a success plan?

confidential customer information

customer business outcomes

customer HR processes

services cost

22. Which Customer Success activity is critical from the supplier perspective?

identifying opportunities for sales expansion

driving full adoption of the company's technology across all supported solutions

ensuring the customer has a success plan and is achieving each milestone in a timely manner

listening carefully to the customer's feedback and taking actions so the company's solutions can be improved

23. Which action should be taken when new company leadership is forcing a competitor’s solution?

Recheck the value realized by the current solution.

Demonstrate how the current solution is a lower-cost solution than competitors.

Hold an executive briefing to evaluate risks of the proposed solution.

Tell the new leadership about the long-standing relationship between two companies.

24. Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

Design and propose a discount on product

Contact and collaborate with the individuals involved in the onboarding of product

Offer and encourage the opportunity for the customer to participate in a success story for product

Identify and document barriers that impact product

25. 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?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

26. Refer to the exhibit.

What does this health score indicate?

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

27. What is a business adoption barrier?

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

28. 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 adoption barrier will the customer encounter?

technical barrier

cultural barrier

product barrier

cost barrier

29. 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?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

30. What defines a use case?

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

list of actions that define the interactions between a role and a system to achieve a goal.

list of actions or event steps that a customer uses.

list of instructions customers use for their software.

Page 4 of 5

31. 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.

32. Which perspectives are covered in a balanced scorecard?

customer, employee, partner, risk

business process, customer, financial, learning, growth

competition, culture, financial. IT systems

business outcomes, customer, employee, risk

33. How can Customer Success Plan tracking drive additional license purchases?

The Success Plan tracks the mean time to failure of the solution.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the number of technical support cases opened.

34. The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.

Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

Create a new Health Index dashboard with the Sales team.

Evaluate the customer's expertise in managing the purchased solution.

Examine solution pricing with the Renewals Manager.

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

35. 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.

36. What is a financial implication of churn?

loss of revenue

increased production

reduced product utilization

contract expansion

37. What are two examples of leveraging data to identify a customer barrier? (choose two)

noting change in customer executive team

consulting the health index

providing training recommendations

reviewing installed base details

evaluating feedback from the customer operations team

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

financial resources

subscription economy

advanced specializations

portfolio management

39. A customer complains about the number of times they must explain their problems and ask different team members to find a solution.

How can this issue be avoided?

Share the company's organizational chart with the support team.

Provide customers with relevant use cases for the purchased solution.

Ensure that the customer knows the point of contact for product training.

Clarity roles and responsibilities with the stakeholders.

40. Refer to the exhibit.

Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Page 5 of 5

41. What is a common indicator of customer health?

number of services purchased

number of licenses purchased

customer satisfaction metric

amount of money spent on the solution

42. What are two drivers for Customer Success? (Chooser two)

The customer trusts that Cisco support will solve any issues.

The customer receives training for new products and services.

The customer recognizes the value of initial use case implementations.

The customer gives feedback about the purchased product.

The mature and fully deployed solution is running in production.

43. 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

44. From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

45. 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.

Cisco Customer Success Gerente (CSM) Nueva Guía de estudio 820-605 en línea para la preparación

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