820-605のPDF問題集で2024年11月15日最近更新された問題 [Q62-Q77]

820-605のPDF問題集で2024年11月15日最近更新された問題

820-605試験問題有効な820-605問題集PDF

質問 # 62
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. Engage with the account team to understand the expansion opportunities
B. Build an understanding of your customer's business and market trends and priorities
C. Perform a deep analysis of all the sales orders to the past 24 months
D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

正解：B

解説：
The best course of action to prepare for the first customer introduction meeting is to build an understanding of the customer's business, market trends, and priorities. This knowledge will enable the Customer Success Manager to have a meaningful conversation with the customer, aligning the discussion with the customer's strategic goals and industry context.

質問 # 63
Which two elements are used to track and measure as key performance indicators? (Choose two.)

A. learning
B. strategizing
C. scoping
D. lagging
E. leading

正解：D、E

解説：
Lagging and leading elements are used to track and measure as key performance indicators (KPIs). Lagging indicators reflect past performance, while leading indicators predict future performance. Together, they provide a comprehensive view of an organization's progress towards its goals34.

質問 # 64
Why should a customer's success be documented?

A. to establish KPIs that measure success
B. to provide awareness of the value achieved by the solution
C. to provide expansion opportunities for the sales team
D. to document roles and responsibilities for project management

正解：A

質問 # 65
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

A. Utilize people to focus your customers in a 1:many customer success experience
B. Utilize the service team to form a larger internal team to lead the engagement
C. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
D. Utilize a digital engagement so all your customers experience the touch of customer success

正解：C

解説：
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.

質問 # 66
Which list of components of a Customer Success Quarterly Success Review is common?

A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the
next quarter
B. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
C. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
D. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

正解：D

質問 # 67
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. capability gap
B. organizational gap
C. financial gap
D. consumption gap

正解：D

解説：
Explanation/Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap

質問 # 68
What is the main objective of customer success?

A. customer's reduction of risk
B. outcomes customers are trying to achieve
C. customer's return on investment
D. known and unknown features of product and solutions

正解：B

解説：
The main objective of customer success is to ensure that customers achieve the outcomes they are trying to reach with the product or service. This focus on outcomes ensures that the customer success initiatives are aligned with the customer's goals and objectives

質問 # 69
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

A. sustainability
B. cost efficiency
C. market growth
D. risk management

正解：D

解説：
Risk management is critical to reducing exposure to security events. It involves identifying, assessing, and controlling threats to an organization's capital and earnings. Effective risk management ensures that the company can navigate security challenges successfully. References: Cisco Customer Success Manager documentation1.

質問 # 70
What are two drivers for Customer Success? (Chooser two)

A. The mature and fully deployed solution is running in production.
B. The customer recognizes the value of initial use case implementations.
C. The customer gives feedback about the purchased product.
D. The customer receives training for new products and services.
E. The customer trusts that Cisco support will solve any issues.

正解：B、D

質問 # 71
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Suggest that the customer replace their existing staff.
B. Provide the customer with a chargeable deployment service.
C. Give the customer a discount on a future purchase.
D. Re-enforce the time to value of the solution.

正解：B

質問 # 72
What is the role of a subject matter expert in the Customer Success process?

A. challenges the status quo
B. accelerates customer value realization
C. shares industry trends
D. drives adoption

正解：B

解説：
The role of a subject matter expert in the Customer Success process is to accelerate customer value realization. They provide deep knowledge and expertise that can help customers better understand and utilize the solution, thereby achieving value more quickly1.

質問 # 73
What is the best reason for documenting your customer's success?

A. To establish KPI's that measure the success of your company's business
B. To document roles and responsibilities for your project management
C. To provide awareness of the value achieved by the customer's purchased solution
D. To provide expansion opportunities for your sales team

正解：C

解説：
The best reason for documenting your customer's success is to provide awareness of the value achieved by the customer's purchased solution. This documentation helps demonstrate the impact of the solution on the customer's business.

質問 # 74
Which sources should be used to uncover customer barriers?

A. conservation, data, health score
B. intuition, observation, data
C. data, health score, intuition
D. observation, conversation, data

正解：D

解説：
To uncover customer barriers, it is essential to use a combination of observation, conversation, and data. Observation allows for understanding customer behavior in context, conversation provides direct feedback and insights from customers, and data offers quantitative evidence of customer interactions and experiences

質問 # 75
How can Customer Success Plan tracking drive additional license purchases?

A. The Success Plan tracks gains in user productivity and communicates this back to the business.
B. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
C. The Success Plan tracks the number of technical support cases opened.
D. The Success Plan tracks the mean time to failure of the solution.

正解：A

質問 # 76
Refer to the exhibit. What is the problem with this RACI example?