Summer Certification Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code = getmirror

Home
Cisco
Digital Transformation Specialist
820-605
Cisco Customer Success Manager Questions and Answers

Pass the Cisco Digital Transformation Specialist 820-605 Questions and answers with ExamsMirror

Practice at least 50% of the questions to maximize your chances of passing.

Exam 820-605 Premium Access

View all detail and faqs for the 820-605 exam

Go to Exam

695 Students Passed

96% Average Score

92% Same Questions

Viewing page 5 out of 6 pages

Viewing questions 41-50 out of questions

Questions # 41:

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Options:

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1:many customer success experience

Answer

Explanation

A high touch customer success experience is characterized by personalized and customized support, often involving regular one-on-one meetings with a dedicated customer success manager12. This model focuses on providing elite customers with a tailored experience that addresses their specific needs and challenges, ensuring they receive the highest level of service.

Questions # 42:

Which statement describes an end user adoption barrier?

Options:

There are insufficient licenses for additional staff from a newly acquired company to use the solution.

The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

The budget is insufficient to implement the solution for a new branch of the business.

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer

Explanation

This statement describes an end user adoption barrier related to behavioral resistance. When staff members are accustomed to certain tools or workflows, they may resist transitioning to new solutions, especially if they perceive the new solution as less convenient or less effective than their established habits

[Reference: https://useriq.com/user-adoption-barriers/, ]

Questions # 43:

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.)

Options:

customer annual report and quarterly business reviews

sales account plan

detailed contract inventory

questions to validate the interpreted analytical data

support tickets reports and diagnostic information

Answer

A, E

Explanation

Prior to a meeting with the customer to discuss their adoption journey before the renewal, it’s important to have the customer annual report and quarterly business reviews to understand the overall business health and past performance. Additionally, support tickets reports and diagnostic information are crucial to identify any issues the customer has faced and how they were resolved, which can inform the discussion on adoption and potential improvements

Questions # 44:

What is the purpose of capturing moments of success with a customer?

Options:

recognizing the value of the engagement

validating deployment of the solution

expanding the purchased solution

renewing the contract and subscription

Answer

Explanation

Capturing moments of success with a customer serves to recognize and celebrate the value of the engagement, reinforcing the positive impact of the solution and strengthening the relationship. References: Best practices in customer success management emphasize the importance of recognizing and documenting key achievements and milestones in the customer journey.

Questions # 45:

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.)

Options:

technical barrier

cultural barrier

process barrier

product barrier

cost barrier

Answer

B, C

Explanation

Customer A faces cultural and process barriers to adoption. The cultural barrier arises from the employees’ long-standing familiarity with the personalized service, which may make them resistant to a self-serve model. The process barrier is related to the established procedures and routines around the old meeting booking system, which employees may find challenging to change

Questions # 46:

Refer to the exhibit.

Question # 46

What does this health score indicate?

Options:

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

Answer

Explanation

The health score in the exhibit indicates low engagement and utilization of the product’s features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize. Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.

Questions # 47:

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

Options:

Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

Assign internal resources to develop and deliver training to the customer’s IT staff to ensure the project is successful.

Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

Answer

Explanation

To ensure successful adoption of new technology, it is crucial to assess end-user readiness, identify any skill gaps, and provide targeted training. This ensures that all users are equipped to utilize the new technology effectively. References: Adoption frameworks within Cisco Customer Success Manager documentation that recommend assessing end-user capabilities and providing training to bridge any gaps.

Questions # 48:

Which two outcomes are the primary goals when introducing the customer to Customer Success? (Choose two.)

Options:

completion of customer training

identification of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

alignment of key stakeholders

Answer

B, E

Explanation

The primary goals when introducing the customer to Customer Success are B, the identification of customer business outcomes, and E, the alignment of key stakeholders. These outcomes ensure that the customer success efforts are aligned with the customer’s business objectives and that all relevant parties are engaged in the success plan1.

Questions # 49:

What is covered in an enterprise agreement?

Options:

embedded software

adjustable pricing

bundled discounts

subscription license models

Answer

Questions # 50:

What is the customer success objective of a Quarterly Success Review?

Options:

Evaluate renewal contract.

Introduce new products and services.

Align work effort to outcomes.

Create a success plan.

Answer

Explanation

The customer success objective of a Quarterly Success Review is to align work effort to outcomes. This involves reviewing the efforts made during the quarter and ensuring they are in line with the desired business outcomes.

Viewing page 5 out of 6 pages

Viewing questions 41-50 out of questions