최신 820-605 무료덤프 - Cisco Customer Success Manager

문제1

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. 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.

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. 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.

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제2

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

A. financial resources

B. subscription economy

C. advanced specializations

D. portfolio management

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제3

A Customer Success Manager (CSM) is in a discovery session with customer leadership and explains elements to take them through the adoption journey for new solution implementation. Which information must the CSM understand from the leadership for a successful deployment journey?

A. which KPIs are important to impact

B. plans for renewal of the adopted solution

C. the number of deployed solutions at the customer's site

D. company's position with competition

정답: A

문제4

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. sustainability

B. cost efficiency

C. risk management

D. credibility

E. employee satisfaction

정답: B,E

설명: (DumpTOP 회원만 볼 수 있음)

문제5

The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

A. Schedule Quarterly Business Review with the new leadership team.

B. Create a new Health Index dashboard with the Sales team.

C. Examine solution pricing with the Renewals Manager.

D. Review the original business case and reassess desired outcomes with the new leadership team.

E. Evaluate the customer's expertise in managing the purchased solution.

정답: A,D

설명: (DumpTOP 회원만 볼 수 있음)

문제6

What is a common indicator of customer health?

A. amount of money spent on the solution

B. number of licenses purchased

C. customer satisfaction metric

D. number of services purchased

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제7

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. Renewals Manager

C. Account Manager

D. Customer Success Manager

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제8

A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. Quarterly Success Review build and delivery

B. service introduction to confirm that they know how to submit service issues at the go live

C. customer's stakeholders and their business outcomes

D. additional features that will align with the business outcomes

E. initial user group identified and their use cases confirmed

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제9

Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

A. Identify and document barriers that impact product C.

B. Offer and encourage the opportunity for the customer to participate in a success story for product F.

C. Design and propose a discount on product G.

D. Contact and collaborate with the individuals involved in the onboarding of product E.

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제10

Which outcome is the best that a Customer Success Manager can achieve for a customer?

A. full adoption of all the technologies the customer purchased

B. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

C. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제11

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?

A. The customer has a high probability to renew and will include an expanded opportunity

B. The customer has increased usage, which shows a strong indicator of renewal

C. The customer's usage has seen a recent decline and the chance of them churning will be higher

D. The customer's usage is too low to correctly measure the chance of their retention

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제12

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

A. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

B. Engage the service delivery manager and request two days of free consultation for the customer

C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations

D. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제13

What are two expectations of the Quarterly Success Review? (Choose two.)

A. Offer additional license purchases.

B. Negotiate the level of discount in a solution expansion.

C. Align with customer's critical business objectives.

D. Track key performance indicators or milestones.

E. Consider upgrades to support existing solutions.

정답: C,D

설명: (DumpTOP 회원만 볼 수 있음)

최신 820-605 무료덤프 - Cisco Customer Success Manager

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