[May 12, 2024] Cisco 820-605 Exam Dumps Are Essential To Get Good Marks
Latest Cisco 820-605 Dumps with Test Engine and PDF (New Questions)
NEW QUESTION # 57
What is the purpose of capturing moments of success with a customer?
- A. recognizing the value of the engagement
- B. renewing the contract and subscription
- C. validating deployment of the solution
- D. expanding the purchased solution
Answer: A
NEW QUESTION # 58
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. consumption gap
- B. organizational gap
- C. capability gap
- D. financial gap
Answer: A
NEW QUESTION # 59
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?
- A. Provide break-fix support for technical problems experienced or observed by the customer.
- B. Provide direct and in-depth technical expertise upon customer request.
- C. Provide a detailed cost structure for the management team.
- D. Provide training content to address current and existing barriers.
Answer: D
NEW QUESTION # 60
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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. Conduct an assessment of the business impact of the problem.
- B. Evaluate the availability of resources to work on the problem.
- C. Engage a specialist to identity a technical solution or workaround.
- D. Establish a timeline of when a solution must be in place.
Answer: A
NEW QUESTION # 61
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.)
- A. Advertise additional user training sessions throughout the organization.
- B. Have marketing write a blog post about the new solution.
- C. Conduct a survey to determine which collaboration solutions users are using.
- D. Encourage the customer to purchase updated endpoints.
- E. Block all alternative chat and video collaboration systems.
Answer: A,E
NEW QUESTION # 62
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution
- B. Suggest that the customer replace their existing staff
- C. Give the customer a discount on a future purchase
- D. Provide the customer with a chargeable deployment service
Answer: A
NEW QUESTION # 63
Which activity reduces the risk of chum?
- A. educating on product features
- B. expanding the customer footprint
- C. providing a discount on renewal
- D. lowering the service level
Answer: B
NEW QUESTION # 64
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
- A. desired business outcomes discussed
- B. account relationships identified
- C. stakeholders identified
- D. organization chart discussed
- E. network diagrams discussed
Answer: A,C
NEW QUESTION # 65
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?
- A. Product Sales Specialist
- B. Customer Success Manager
- C. Account Manager
- D. Renewals Manager
Answer: B
NEW QUESTION # 66
Refer to the exhibit. What does this health score indicate?
- A. The customer is unlikely to advocate for this product.
- B. The customer needs to consume more of this product.
- C. The customer is unlikely to renew this license.
- D. The customer needs to purchase more licenses.
Answer: B
NEW QUESTION # 67
The customer wants to increase the number of services in their portfolio and improve the time to launch these services.
Which two business outcomes are appropriate? (Choose two )
- A. business growth
- B. cost efficiency
- C. time to market
- D. sustainability
- E. employee satisfaction
Answer: D,E
NEW QUESTION # 68
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
- A. Determine if there has been a change in resourcing or stakeholders.
- B. Introduce new features that have been recently enabled within the product.
- C. Offer upfront discounts and secure the business for as many years as possible.
- D. Sell additional training to the customer.
- E. Review priorities from the Success Plan with customer leadership.
Answer: A,E
NEW QUESTION # 69
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- B. Understanding your customer's health directly enables renewals
- C. It gives the customer valuable insight so they can automatically renew critical on time
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: D
Explanation:
"Good and timely account health scores will logically drive accuracy into your renewal forecast.", not "directly enables renewals". Above that, the question starts with "From a Customer Success Perspective...". Renewal is a sales success. Customer success is about getting the value from the solution provided. Addressing experience is relevant.
https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
NEW QUESTION # 70
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Engage with the customer
- B. Evaluate the Customer Success Plan
- C. Review the bill of materials
- D. Collaborate with the sales team.
Answer: A
NEW QUESTION # 71
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 has a high probability to renew and will include an expanded opportunity.
- B. The customers usage has seen a recent decline and the chance of them churning will be higher.
- C. The customer's usage is too low to correctly measure the chance of their retention.
- D. The customer has increased usage, which shows a strong indicator of renewal.
Answer: C
NEW QUESTION # 72
Which element evaluates a customer outcome?
- A. key performance indicators
- B. benchmarks
- C. milestones
- D. metrics
Answer: B
NEW QUESTION # 73
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. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- B. Build an understanding of your customer's business and market trends and priorities
- C. Perform a deep analysis of all the sales orders to the past 24 months
- D. Engage with the account team to understand the expansion opportunities
Answer: B
NEW QUESTION # 74
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position. - D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
Answer: A
NEW QUESTION # 75
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 two main barriers to adoption does the customer face? (Choose two.)
- A. technical barrier
- B. process barrier
- C. product barrier
- D. cultural barrier
- E. cost barrier
Answer: B,C
NEW QUESTION # 76
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
- A. Customer Success Specialist
- B. Sales Engineer
- C. Technical Engineer
- D. Solution Product Manager
Answer: A
Explanation:
The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes.
NEW QUESTION # 77
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Product Sales Specialist
- B. Customer Success Manager
- C. Account Manager
- D. Renewals Manager
Answer: B
NEW QUESTION # 78
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current existing products that are being displaced by the solution
- B. current configuration guide of the product solution
- C. product use case that will achieve the desired outcome
- D. KPI that will be improved by the new product solution
Answer: C
NEW QUESTION # 79
What is the purpose of targeted use cases?
- A. They highlight the product differentiation from a competitor.
- B. They function without the purchase of additional services.
- C. They define how a solution is applied to enable a desired outcome.
- D. They provide customers with ways to take advantage of additional features.
Answer: A
NEW QUESTION # 80
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