Passing 820-605 CRM Exam With Actual Questions Online For Cisco Customer Success Manager Specialist Certification

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820-605 CRM Cisco Customer Success Manager exam is the requirement of Cisco Customer Success Manager Specialist certification, but it is not an easy exam for passing. Because 820-604 exam questions offer you the detailed answers to every question of Cisco 820-605 exam topics, they have been verified as the best study materials for Cisco Customer Success Manager Specialist certification, so we recommend that you can Cisco 820-605 CRM exam with actual questions. At ITExamShop, Cisco 820-605 actual questions will be downloaded in pdf file for learning well.

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1. 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

2. 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

3. 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.

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. 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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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.

6. 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.

7. 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

8. 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.

9. 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

10. 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

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11. 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.

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

financial resources

subscription economy

advanced specializations

portfolio management

13. What is a financial implication of churn?

loss of revenue

increased production

reduced product utilization

contract expansion

14. 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

15. DRAG DROP

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

16. 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.

17. 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

18. 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

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

confidential customer information

customer business outcomes

customer HR processes

services cost

20. 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

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21. 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

22. 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.

23. What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

capability gap

financial gap

consumption gap

organizational gap

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

milestones

key performance indicators

metrics

benchmarks

25. 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

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Passing 820-605 CRM Exam With Actual Questions Online For Cisco Customer Success Manager Specialist Certification

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