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Cisco 820-605 - Cisco Customer Success Manager

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Total 157 questions

A Customer Success Manager is creating an adoption campaign for a customer. Where should the campaign focus to identify expand opportunities?

A.

Increase solution discount.

B.

Identify workshops that could optimize performance.

C.

Explore additional use cases to achieve business outcomes.

D.

Confirm all required items have been purchased.

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.

The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?

A.

risk management

B.

market growth

C.

sustainability

D.

cost efficiency

In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A.

The adoption campaign provides notifications of new feature releases.

B.

The adoption campaign surveys all end users for product feedback.

C.

The adoption campaign notifies customers of a critical bug.

D.

The adoption campaign provides free trial licenses for feature upgrades.

E.

The adoption campaign provides free user training.

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.

Create a new Health Index dashboard with the Sales team.

B.

Evaluate the customer’s expertise in managing the purchased solution.

C.

Examine solution pricing with the Renewals Manager.

D.

Schedule Quarterly Business Review with the new leadership team.

E.

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

What is the value proposition of customer success for customers?

A.

incremental rewards

B.

business vision support

C.

technical assistance prioritization

D.

external publicity

What is the purpose of targeted use cases?

A.

They highlight the product differentiation from a competitor.

B.

They define how a solution is applied to enable a desired outcome.

C.

They function without the purchase of additional services.

D.

They provide customers with ways to take advantage of additional features.

What is the best method to measure customer consumption of technology?

A.

telemetry and analytics

B.

recurring revenue management

C.

enterprise CRM and incident management

D.

content management

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.

initial user group identified and their use cases confirmed

D.

customer’s stakeholders and their business outcomes

E.

additional features that will align with the business outcomes

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach will best measure success?

A.

Administer twice-yearly student and staff surveys with two question related to IT

B.

Measure the number of complaints raised by students

C.

Use a combination of tailored surveys and IT tools-based metrics

D.

Implement staff Super Users to provide feedback