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NEW QUESTION 41
Which list of components of a Customer Success Quarterly Success Review is common?
- A. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
- B. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- C. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
- D. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
Answer: D
NEW QUESTION 42
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on technical details
- B. Incorporate the sales team's plan
- C. Keep services as a primary topic
- D. Target executive priorities
- E. Focus on the value achieved
Answer: C,D
NEW QUESTION 43
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Encourage the customer to purchase updated endpoints.
- B. Have marketing write a blog post about the new solution.
- C. Advertise additional user training sessions throughout the organization.
- D. Block all alternative chat and video collaboration systems.
- E. Conduct a survey to determine which collaboration solutions users are using.
Answer: C,E
NEW QUESTION 44
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
- A. Engage a specialist to identity a technical solution or workaround.
- B. Conduct an assessment of the business impact of the problem.
- C. Establish a timeline of when a solution must be in place.
- D. Evaluate the availability of resources to work on the problem.
Answer: D
NEW QUESTION 45
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to stakeholders on the new features of their solution
- B. messaging to stakeholders on new product releases
- C. renewal reminder to stakeholders
- D. survey sent to all end users
- E. messaging to users on best practice approaches to their solution
Answer: D,E
NEW QUESTION 46
Why should a customer's success be documented?
- A. to establish KPIs that measure success
- B. to document roles and responsibilities for project management
- C. to provide expansion opportunities for the sales team
- D. to provide awareness of the value achieved by the solution
Answer: D
NEW QUESTION 47
Which of these is included in a success plan?
- A. services cost
- B. customer HR processes
- C. customer business outcomes
- D. confidential customer information
Answer: A
NEW QUESTION 48
Which one of the following solutions enable business outcomes in the financial industry?
- A. Multilayer Switching
- B. Internet of Everything
- C. Plant Floor Control Network
- D. Remote Expert
- E. Medianet
Answer: D
NEW QUESTION 49
Which activity reduces the risk of chum?
- A. providing a discount on renewal
- B. lowering the service level
- C. educating on product features
- D. expanding the customer footprint
Answer: D
NEW QUESTION 50
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. deployment of solution
- C. purchase of a new solution
- D. expansion of solution features
- E. renewal of solution subscription
Answer: A,D
NEW QUESTION 51
What defines customer success?
- A. the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.
- B. a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.
- C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.
- D. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
Answer: C
NEW QUESTION 52
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. Build an understanding of your customer's business and market trends and priorities
- B. Engage with the account team to understand the expansion opportunities
- C. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- D. Perform a deep analysis of all the sales orders to the past 24 months
Answer: A
NEW QUESTION 53
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 with internal contacts to understand the customer sentiment and outstanding escalations.
- B. Engage with the account team to understand the expansion opportunities.
- C. Build an understanding of your customer's business and market trends and priorities.
- D. Perform a deep analysis of all the sales orders for the past 24 months.
Answer: C
NEW QUESTION 54
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 increased usage, which shows a strong indicator of renewal
- B. The customer has a high probability to renew and will include an expanded opportunity
- C. The customer's usage is too low to correctly measure the chance of their retention
- D. The customer's usage has seen a recent decline and the chance of them churning will be higher
Answer: D
NEW QUESTION 55
Customer A has 120 000 employees and a meeting booking system that is 20 years old It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. process barrier
- B. technical barrier
- C. product barrier
- D. cultural barrier
- E. cost barrier
Answer: C,D
NEW QUESTION 56
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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.
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