Free Cisco 820-605 Exam Dumps Questions & Answers

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

• A.  telemetry
• B.  training surveys
• C.  risk management
• D.  help desk data
• E.  health score

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.  company's position with competition
• D.  the number of deployed solutions at the customer's site

Refer to the exhibit.

What is the problem with this RACI example?

• A.  Too many people are accountable for this task.
• B.  Every task should have four people consulted.
• C.  No one has multiple roles.
• D.  More stakeholders should be involved.

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the nextstep the Customer Success Manager should take after this conversation?

• A.  Host a discovery session with stakeholders to identify challenges and desired outcomes.
• B.  Invites the stakeholders to attend technical training on different product use cases.
• C.  Ensure the customer's procurement team is aware of the existing solution and its usage history.
• D.  Educate the operations team on the features and capabilities of the existing solution.

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.