Free Cisco Customer Success Manager 820-605 Exam Practice Test

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

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

• help desk data
• health score
• risk management
• telemetry
• training surveys

Which factor delays time to value?

• unreviewed Success Plan
• unpaid invoice
• loss of project sponsor
• negative Net Promoter Score

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

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

• Utilize a digital engagement so all your customers experience the touch of customer success
• Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
• Utilize the service team to form a larger internal team to lead the engagement
• Utilize people to focus your customers in a 1:many customer success experience

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.)

• Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
• Recognize tools that compete with the expansion opportunity and offer discounts to switch.
• Conduct a discovery session to uncover their additional pain points.
• Provide additional training on the current use case to drive adoption.
• Present case studies that outline the benefits they achieved and highlight compelling metrics.

What is a business adoption barrier?

• solution is not implemented
• customer lacks technical knowledge
• services are unpurchased
• lack of customer stakeholder

Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

• Renewals Manager
• Product Sales Specialist
• Account Manager
• Customer Success Manager

Which of these is included in a success plan?

• confidential customer information
• customer business outcomes
• customer HR processes
• services cost

Which statement describes an end user adoption barrier?

• There are insufficient licenses for additional staff from a newly acquired company to use the solution.
• The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
• The budget is insufficient to implement the solution for a new branch of the business.
• Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.