Use Real 820-605 Dumps - Cisco Correct Answers updated on 2023
Digital Transformation Specialist 820-605 Exam Practice Dumps
Cisco 820-605 certification exam, also known as the Cisco Customer Success Manager certification exam, is designed to validate the skills and knowledge of individuals who are responsible for managing customer relationships in a technology-based organization. Cisco Customer Success Manager certification is ideal for professionals working in customer success, account management, sales, and technical support roles.
NEW QUESTION # 64
Drag and Drop Question
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 # 65
Which sources should be used to uncover customer barriers?
- A. intuition, observation, data
- B. data, health score, intuition
- C. conversation, data, health score
- D. observation, conversation, data
Answer: D
NEW QUESTION # 66
Which statement describes an end user adoption barrier?
- A. The budget is insufficient to implement the solution for a new branch of the business.
- B. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- C. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- D. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
Answer: C
Explanation:
Explanation/Reference: https://useriq.com/user-adoption-barriers/
NEW QUESTION # 67
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
- A. platform
- B. application
- C. process
- D. people
- E. tools
Answer: A,B
NEW QUESTION # 68
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. Perform a deep analysis of all the sales orders to the past 24 months
- C. Engage with the account team to understand the expansion opportunities
- D. Build an understanding of your customer's business and market trends and priorities
Answer: D
NEW QUESTION # 69
What is the best reason for documenting your customer's success?
- A. To provide expansion opportunities for your sales team.
- B. To establish KPI'S that measure the success of your company's business.
- 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
NEW QUESTION # 70
On which two objectives should communication with customer executives focus? (Choose two)
- A. new sales
- B. product improvement
- C. time to value
- D. user training
- E. return on investment
Answer: C,E
NEW QUESTION # 71
Which method is directly associated with evaluating a customer outcome?
- A. benchmarks
- B. key performance indicators
- C. milestones
- D. metrics
Answer: A
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 # 72
What are two examples of expand opportunities? (Choose two.)
- A. hosting an executive review
- B. providing solution optimization services
- C. increasing license count
- D. training on existing features
- E. adding headcount to manage solution by the customer
Answer: B,D
NEW QUESTION # 73
Which activity should happen after successful customer value realization?
- A. Fully engage in a feature planning session for the future.
- B. Identify lessons learned and see how the engagement time can be shortened.
- C. Review usage, potential roadblocks, and bottlenecks to product engagement.
- D. Publish a case study that presents the customer success story.
Answer: B
NEW QUESTION # 74
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. Running the risk of under communicating with too few stakeholders involved.
- C. Lack of sufficient expertise with minimal consulting stakeholders engaged.
- D. Too many people are responsible, which leaves no clear leader.
Answer: A
NEW QUESTION # 75
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Show the customer a comparison of the solution versus the competition
- B. Carefully tell the customer to get more people to use your product
- C. Tell the customer a new solution will soon be available
- D. Re-assess the customer's business process and outline the capability of the solution
Answer: D
NEW QUESTION # 76
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Onboard
- B. Implement
- C. Use
- D. Adopt
Answer: D
NEW QUESTION # 77
In which stage does the Customer Success Manager initially validate stakeholders?
- A. deployment
- B. purchase
- C. utilization
- D. onboarding
Answer: D
NEW QUESTION # 78
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
- B. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
- C. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- D. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
Answer: A
NEW QUESTION # 79
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's usage is too low to correctly measure the chance of their retention
- B. The customer has a high probability to renew and will include an expanded opportunity
- C. The customer has increased usage, which shows a strong indicator of renewal
- D. The customer's usage has seen a recent decline and the chance of them churning will be higher
Answer: D
NEW QUESTION # 80
Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?
- A. descriptive
- B. diagnostic
- C. prescriptive
- D. predictive
Answer: A
NEW QUESTION # 81
From a Customer Success perspective, why should the customer's health be monitored?
- A. to directly enable renewals
- B. to identify unused licenses so they can be addressed via a service improvement plan
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to provide the opportunity to address any changes in the customer's experience around the solution
Answer: C
NEW QUESTION # 82
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. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.
- B. Contact the services team and request that they reach out to the customer to address the solution.
- C. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
- D. No action is needed because the customer will probably renew and you can address the issue after the renewal.
Answer: A
NEW QUESTION # 83
What is a purpose of a customer stakeholder map?
- A. to build a product roadmap
- B. to establish a training plan
- C. to create a communication plan
- D. to identify the critical elements of customer culture
Answer: C
NEW QUESTION # 84
Which scenario represents a use case expand opportunity?
- A. solution management team adds headcount
- B. endpoint security solution extended to cover data center servers in addition to laptops
- C. supplementary training sessions are organized on existing features
- D. usage KPIs are on target entering the fourth quarter
Answer: B
NEW QUESTION # 85
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on the value achieved
- B. Focus on technical details
- C. Target executive priorities
- D. Incorporate the sales team's plan
- E. Keep services as a primary topic
Answer: C,E
NEW QUESTION # 86
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