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The Cisco 820-605 CSM (Customer Success Manager) exam will earn you the Cisco Customer Success Manager Specialist certification. It is one of the specialist endorsements offered by Cisco. This test is focused on individuals who have spent enough time and resources working with clients to decide, measure, and convey business results through the execution of innovation. There are no specific prerequisites for this qualification, but you should know enough about the various domains and subdomains related to the final exam.
NEW QUESTION 38
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. expansion of solution features
- C. renewal of solution subscription
- D. purchase of a new solution
- E. deployment of solution
Answer: B,D
NEW QUESTION 39
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. employee satisfaction
- B. business growth
- C. cost efficiency
- D. sustainability
- E. time to market
Answer: B,E
NEW QUESTION 40
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION 41
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. employee satisfaction
- B. business growth
- C. cost efficiency
- D. sustainability
- E. time to market
Answer: B,E
NEW QUESTION 42
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?
- A. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
- B. Utilize a digital engagement so all your customers experience the touch of customer success.
- C. Utilize people to focus your customers in a 1 many customer success experience.
- D. Utilize the service team to form a larger internal team to lead the engagement.
Answer: B
NEW QUESTION 43
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on the value achieved
- B. Target executive priorities
- C. Incorporate the sales team's plan
- D. Focus on technical details
- E. Keep services as a primary topic
Answer: A,B
NEW QUESTION 44
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 training content to address current and existing barriers.
- B. Provide a detailed cost structure for the management team.
- C. Provide break-fix support for technical problems experienced or observed by the customer.
- D. Provide direct and in-depth technical expertise upon customer request.
Answer: D
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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- B. No action is needed because the customer will probably renew and you can address the issue after the renewal
- C. Contact the services team and request that they reach out to the customer to address the solution
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: D
NEW QUESTION 46
Which sources should be used to uncover customer barriers?
- A. conversation, data, health score
- B. observation, conversation, data
- C. intuition, observation, data
- D. data, health score, intuition
Answer: B
NEW QUESTION 47
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Review the bill of materials
- B. Engage with the customer
- C. Collaborate with the sales team.
- D. Evaluate the Customer Success Plan
Answer: B
NEW QUESTION 48
Which Qprovides the best information to use to define customer success factors?
- A. What services do you need?
- B. What are your business objectives for this project/initiative?
- C. What tools are you looking for, to better measure your ROI?
- D. Which Cisco products best fit your goals?
Answer: B
NEW QUESTION 49
What is the best reason for documenting your customer's success?
- A. To document roles and responsibilities for your project management.
- B. To provide awareness Of the value achieved by the customer's purchased solution.
- C. To establish KPI'S that measure the success of your company's business.
- D. To provide expansion opportunities for your sales team.
Answer: B
NEW QUESTION 50
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. successful contract renewal
- B. moments of success when the customer acknowledges progress
- C. continuing results based on unexpected value
- D. results that are not measurable
- E. green health scores over intermittent time periods
Answer: A,B
NEW QUESTION 51
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. metrics
- C. key performance indicators
- D. benchmarks
Answer: D
NEW QUESTION 52
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- 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. 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.
Answer: D
NEW QUESTION 53
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. expansion of solution features
- C. deployment of solution
- D. renewal of solution subscription
- E. purchase of a new solution
Answer: B,C
Explanation:
Explanation/Reference:
NEW QUESTION 54
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. No action is necessary as long as the health index is green.
- B. Review and update the success plan for ongoing activities.
- C. Join the sales and marketing strategy meetings.
- D. Manage the service issues and escalations.
- E. Observe the online image of the customer.
Answer: A,C
NEW QUESTION 55
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- B. 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. - C. 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.
- 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: C
NEW QUESTION 56
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.
Answer:
Explanation:
NEW QUESTION 57
What is the main objective of customer success?
- A. known and unknown features of our product and solutions
- B. outcomes customers are trying to achieve
- C. customer's reduction of risk
- D. customer's return on investment
Answer: B
NEW QUESTION 58
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.)
- A. cost efficiency
- B. sustainability
- C. risk management
- D. employee satisfaction
- E. credibility
Answer: A,D
NEW QUESTION 59
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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
- B. Contact the services team and request that they reach out to the customer to address the solution.
- C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.
- D. No action is needed because the customer will probably renew and you can address the issue after the renewal.
Answer: C
NEW QUESTION 60
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The benefit of obtaining the Cisco 820-605: Cisco Customer Success Manager Exam Certification
- Cisco 820-605 exam certified professionals will be confident and stand different from others as their skills are more trained than non-certified professionals.
- Cisco 820-605 exam Certification is distinguished among competitors. Cisco 820-605 exam certification can give them an edge at that time easily when candidates appear for a job interview companies look to note something which individualizes the individual to another.
- Cisco 820-605 exam Certification has more useful and relevant networks that help them in setting career goals for themselves. Cisco 820-605 exam networks provide them with the correct career guidance that non-certified generally are unable to get.
- Cisco 820-605 exam Certification provides practical experience to candidates from all the aspects to be a proficient workers in the organization.
- Cisco 820-605 exam Certifications provide opportunities to get a job easily in which they are interested instead of wasting years and ending without getting any experience.
- Cisco 820-605 exam certified professionals have the knowledge to use the tools to complete the task efficiently and cost-effectively than the other non-certified professionals lack in doing so.
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