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Cisco 820-605 is a high-level certification exam that is designed for individuals who are looking to build a career in customer success management. 820-605 exam is intended to test the knowledge and skills of candidates in areas such as customer success, customer experience, customer lifecycle management, and customer value proposition. Cisco Customer Success Manager certification exam is known as Cisco Customer Success Manager and is a highly valued certification in the industry.
Cisco 820-605 exam covers a range of topics related to customer success management, including customer engagement, customer lifecycle management, customer experience management, and customer value realization. 820-605 exam also covers the skills required to manage customer relationships effectively, such as communication, collaboration, problem-solving, and strategic thinking. Successful candidates will be able to demonstrate their ability to identify customer needs, develop customer success plans, and measure the success of customer engagement strategies.
To be eligible for the Cisco 820-605 exam, candidates should have a strong understanding of sales and customer service methodologies, as well as experience in IT service delivery. 820-605 exam consists of multiple-choice and multiple-response questions, and it can be taken at any Pearson VUE testing center. Candidates will have 90 minutes to complete the exam, and they must score a minimum of 70% to pass. Upon passing the exam, candidates will receive a certification that acknowledges their expertise in customer success management and can help them stand out in a competitive job market.
NEW QUESTION # 22
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. organizational gap
- B. financial gap
- C. consumption gap
- D. capability gap
Answer: C
Explanation:
Explanation/Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap
NEW QUESTION # 23
Which list of components of a Customer Success Quarterly Success Review is common?
- A. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
- C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
- D. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
Answer: C
NEW QUESTION # 24
What is Quarterly Success Review?
- A. new success plan that focuses on the upcoming goals for the customer.
- B. a conversation that outlines key initiatives that are agreed upon in the success plan.
- C. gap analysis that focuses on the state of the customer's current architecture.
- D. technical analysis that outlines the implementation plan and adoption barriers.
Answer: A
NEW QUESTION # 25
A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?
- A. Combination of tailored surveys and IT tools-based metrics
- B. Implement staff Super Users to provide feedback
- C. Measure the number of complaints raised by students
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: C
Explanation:
Explanation
Explanation/Reference:
NEW QUESTION # 26
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 next step the Customer Success Manager should take after this conversation?
- A. Host a discovery session with stakeholders to identify challenges and desired outcomes.
- B. Ensure the customer's procurement team is aware of the existing solution and its usage history.
- C. Invites the stakeholders to attend technical training on different product use cases.
- D. Educate the operations team on the features and capabilities of the existing solution.
Answer: A
NEW QUESTION # 27
What are two drivers for Customer Success? (Chooser two)
- A. The mature and fully deployed solution is running in production.
- B. The customer gives feedback about the purchased product.
- C. The customer trusts that Cisco support will solve any issues.
- D. The customer recognizes the value of initial use case implementations.
- E. The customer receives training for new products and services.
Answer: D,E
NEW QUESTION # 28
What is a leading indicator of adoption in the healthscore?
- A. product quality
- B. product sales
- C. integrated account plan
- D. renewal
Answer: A
NEW QUESTION # 29
In a cloud implementation scenario, what does the sales professional must take into consideration regarding the revenue of a business outcomes selling?
- A. Revenue from this model could increase in a 25%.
- B. Revenue from this model is immediate.
- C. Revenue from this model is three times bigger than in the traditional product selling.
- D. Revenue from this model is realized over a longer period of time.
Answer: D
NEW QUESTION # 30
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
- A. successful contract renewal
- B. results that are not measurable
- C. green health scores over intermittent time periods
- D. moments of success when the customer acknowledges progress
- E. continuing results based on unexpected value
Answer: D,E
NEW QUESTION # 31
Which two options are reasons why effective communications is key to success? (Choose two.)
- A. It allows effective interaction between stakeholders.
- B. Can help lessen the impact of business weakness.
- C. Can help mitigate the intrinsic risks within negotiation.
- D. It allows other strengths to create maximum impact.
Answer: A,B
NEW QUESTION # 32
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. No action is necessary as long as the health index is green.
- B. Review and update the success plan for ongoing activities.
- C. Observe the online image of the customer.
- D. Join the sales and marketing strategy meetings.
- E. Manage the service issues and escalations.
Answer: A,D
NEW QUESTION # 33
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 has seen a recent decline and the chance of them churning will be higher
- B. The customer has increased usage, which shows a strong indicator of renewal
- C. The customer has a high probability to renew and will include an expanded opportunity
- D. The customer's usage is too low to correctly measure the chance of their retention
Answer: A
NEW QUESTION # 34
What are two examples of expand opportunities? (Choose two.)
- A. providing solution optimization services
- B. increasing license count
- C. adding headcount to manage solution by the customer
- D. training on existing features
- E. hosting an executive review
Answer: A,D
NEW QUESTION # 35
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. support tickets reports and diagnostic information
- B. sales account plan
- C. customer annual report and quarterly business reviews
- D. questions to validate the interpreted analytical data
- E. detailed contract inventory
Answer: A,C
NEW QUESTION # 36
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?
- A. Combination of tailored surveys and IT tools-based metrics
- B. Twice yearly student and staff surveys with two QUESTIONs related to IT
- C. Implement staff Super Users to provide feedback
- D. Measure the number of complaints raised by students
Answer: D
NEW QUESTION # 37
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
- A. Customer Success Specialist
- B. Solution Product Manager
- C. Technical Engineer
- D. Sales Engineer
Answer: B
NEW QUESTION # 38
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. value realization
- B. adoption barriers
- C. customer budget
- D. competitive differentiation
Answer: C
NEW QUESTION # 39
In which stage does the Customer Success Manager initially validate stakeholders?
- A. deployment
- B. purchase
- C. utilization
- D. onboarding
Answer: C
NEW QUESTION # 40
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
- A. Provide recommendations for training or suggest new features based on data analysis.
- B. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
- C. Perform a marketing campaign and share the roadmap of new products.
- D. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
Answer: A
NEW QUESTION # 41
What is the best method to measure customer consumption of technology?
- A. recurring revenue management
- B. content management
- C. enterprise CRM and incident management
- D. telemetry and analytics
Answer: D
Explanation:
Explanation
NEW QUESTION # 42
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