A fully updated 2024 820-605 Exam Dumps exam guide from training expert Real4Prep
Provides complete coverage of every objective on exam and exam preparation 820-605
To prepare for the Cisco 820-605 exam, candidates can take advantage of a variety of resources, including study guides, practice exams, and training courses. Cisco offers a range of training courses that are designed to help candidates prepare for the exam. These courses cover topics such as customer success management, customer experience, and customer lifecycle management.
NEW QUESTION # 40
What is the best reason for documenting your customer's success?
- A. To establish KPI's that measure the success of your company's business
- B. To provide expansion opportunities for your sales team
- C. To document roles and responsibilities for your project management
- D. To provide awareness of the value achieved by the customer's purchased solution
Answer: D
Explanation:
The best reason for documenting your customer's success is to provide awareness of the value achieved by the customer's purchased solution. This documentation helps demonstrate the impact of the solution on the customer's business.
NEW QUESTION # 41
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. benchmarks
- C. key performance indicators
- D. metrics
Answer: B
Explanation:
One way that we can deliver value to this individual is by sharing industry best practices around the use of our solution set as well as benchmark data on how their organization is performing versus industry peers.
NEW QUESTION # 42
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Stakeholder Map
- B. KPIs
- C. Health Index Report
- D. RACI
Answer: D
Explanation:
The responsible, accountable, consulted, informed (RACI) model can be used as an effective tool to manage the allocation of roles in a group/cross functional project to ensure efficient execution.
It also facilitates stakeholder management for project leads.
NEW QUESTION # 43
What are two barriers to adoption within an organization? (Choose two.)
- A. inadequate knowledge and skills
- B. centralized IT organization
- C. solution implemented by partner
- D. agile development model
- E. organizational silos
Answer: A,C
NEW QUESTION # 44
Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. It is difficult to get a consensus or agreement with the number of roles accountable.
- B. Too many people are responsible, which leaves no clear leader.
- C. Running the risk of under communicating with too few stakeholders involved.
- D. Lack of sufficient expertise with minimal consulting stakeholders engaged.
Answer: A
NEW QUESTION # 45
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?
- A. Contact the services team and request that they reach out to the customer to address the solution.
- B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.
- C. No action is needed because the customer will probably renew and you can address the issue after the renewal.
- D. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
Answer: B
NEW QUESTION # 46
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. It is difficult to get a consensus or agreement with the number of roles accountable.
- B. Too many people are responsible, which leaves no clear leader.
- C. Running the risk of under communicating with too few stakeholders involved.
- D. Lack of sufficient expertise with minimal consulting stakeholders engaged.
Answer: B
Explanation:
The concern for a Customer Success Manager within this task of the RACI matrix is that having too many people responsible can lead to confusion and a lack of clear leadership. In a RACI matrix, it is best practice to have only one person accountable for a task to ensure clear ownership and accountability. Multiple people marked as accountable could result in a diffusion of responsibility and inefficiency. References: The RACI matrix is a tool used to clarify roles and responsibilities in project management. It is important to have clear, singular accountability for each task to ensure effective execution and decision-making.
NEW QUESTION # 47
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)
- A. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
- B. Conduct a discovery session to uncover their additional pain points.
- C. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
- D. Present case studies that outline the benefits they achieved and highlight compelling metrics.
- E. Provide additional training on the current use case to drive adoption.
Answer: A,B
Explanation:
To gain commitment for additional use cases, it is effective to identify target outcomes that address known challenges and demonstrate how new use cases can help achieve them. Additionally, conducting a discovery session to uncover additional pain points can reveal opportunities for further use cases
NEW QUESTION # 48
Which two actions are critical when communicating with executives? (Choose two.)
- A. Incorporate the sales team's plan
- B. Target executive priorities
- C. Focus on technical details
- D. Focus on the value achieved
- E. Keep services as a primary topic
Answer: B,E
NEW QUESTION # 49
How should a Customer Success Manager resolve a customer's skill gap for a new product?
- A. Deliver skills required by role with associated training for the product
- B. Allow the customer time to initiate action to address skill gaps on their terms
- C. Email a technical material link to customer stakeholders
- D. Create a blog post to publish on the company's engineering community website
Answer: A
Explanation:
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.
NEW QUESTION # 50
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. predictive
- B. descriptive
- C. diagnostic
- D. prescriptive
Answer: C
NEW QUESTION # 51
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Run analysis on all the license types used by the customer on all platforms
- 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. Provide trending information on license types B and D and share with all stakeholders
Answer: A
NEW QUESTION # 52
Drag and Drop Question
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 53
What are two adoption barriers? (Choose two.)
- A. lack of expansion
- B. lack of resources
- C. gaps in the account baseline
- D. unused customer success support
- E. loss of project sponsor
Answer: B,E
NEW QUESTION # 54
What is a leading indicator of adoption in the healthscore?
- A. renewal
- B. product sales
- C. integrated account plan
- D. product quality
Answer: D
NEW QUESTION # 55
What is a consideration in evaluating readiness for adoption?
- A. Identify potential accelerators that could optimize performance.
- B. Validate that all required items have been purchased.
- C. Identify features or functions that are not deployed or underutilized.
- D. Review customer acceptance test plan.
Answer: D
NEW QUESTION # 56
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. It is difficult to get a consensus or agreement with the number of roles accountable.
- B. Too many people are responsible, which leaves no clear leader.
- C. Running the risk of under communicating with too few stakeholders involved.
- D. Lack of sufficient expertise with minimal consulting stakeholders engaged.
Answer: A
NEW QUESTION # 57
How can Customer Success Plan tracking drive additional license purchases?
- A. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
- B. The Success Plan tracks gains in user productivity and communicates this back to the business.
- C. The Success Plan tracks the mean time to failure of the solution.
- D. The Success Plan tracks the number of technical support cases opened.
Answer: B
NEW QUESTION # 58
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company.
Which two opportunities can lead to advocacy? (Choose two.)
- A. moments of success when the customer acknowledges progress
- B. results that are not measurable
- C. green health scores over intermittent time periods
- D. successful contract renewal
- E. continuing results based on unexpected value
Answer: A,D
NEW QUESTION # 59
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. help desk data
- B. health score
- C. telemetry
- D. risk management
- E. training surveys
Answer: A,B
NEW QUESTION # 60
Which two adoption outcomes are renewal indicators? (Choose two)
- A. training attendance
- B. optimized services
- C. payment schedule
- D. customer testimonial
- E. solution discount
Answer: C,D
NEW QUESTION # 61
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. Twice yearly student and staff surveys with two questions related to IT
- B. Combination of tailored surveys and IT tools-based metrics
- C. Implement staff Super Users to provide feedback
- D. Measure the number of complaints raised by students
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION # 62
What is a financial implication of churn?
- A. decrease in discounts
- B. decrease in subscription
- C. expansion of contract
- D. increase in service level
Answer: B
Explanation:
A decrease in subscription is a direct financial implication of churn, as it represents a loss of recurring revenue from customers who discontinue their service.
NEW QUESTION # 63
How are operating expenses (OpEx) different from capital expenses (CapEx)?
- A. OpEx has depreciation, while there is no deprecation with CapEx.
- B. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
- C. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
- D. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
Answer: D
Explanation:
Operating expenses (OpEx) are the costs for the day-to-day operation of a business, such as rent, utilities, and payroll. Capital expenses (CapEx), on the other hand, are investments in assets that will benefit the business over a longer period, such as equipment or property2.
NEW QUESTION # 64
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.)
- A. business growth
- B. sustainability
- C. cost efficiency
- D. time to market
- E. credibility
Answer: B,C
NEW QUESTION # 65
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