Free Practice Questions for Cisco 820-605 Exam

The expected outcomes of the customer onboard stage include identifying stakeholders who will be involved in or affected by the implementation of the solution, and defining the business outcomes along with the Key Performance Indicators (KPIs) that will be used to measure success. These steps are crucial for setting clear expectations and for tracking progress towards achieving the desired results. References: Cisco Customer Success Manager documentation, which outlines the onboarding process and the importance of stakeholder engagement and outcome definition.

The Customer Success Manager initially validates stakeholders during the onboarding stage34. This is a critical phase where the CSM establishes relationships with key stakeholders, understands their expectations, and begins to align the product’s capabilities with the customer’s business objectives.

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.

The Customer Success Manager should focus on the product use case that will achieve the desired outcome. This involves understanding how the software solution can be applied to enable the customer’s specific business goals and providing guidance on how to leverage the product to meet those objectives

Payroll is considered an operating expense (OPEX) because it is a cost incurred in the normal course of business operations. Operating expenses include day-to-day costs such as rent, equipment, marketing, payroll, insurance, and funds allocated for research and development

The value proposition of customer success for customers is the reduced time to value. Customer success initiatives aim to help customers achieve their desired outcomes faster and more efficiently, thereby reducing the time it takes for them to realize value from their investment1.

 A technical adoption barrier is the lack of integration with other products. This barrier occurs when the new technology does not easily integrate with the customer’s existing systems, causing difficulties in adoption5.

The Customer Success Manager should recommend conducting a survey to determine which collaboration solutions users are using to understand why there is a gap in engagement. Additionally, advertising additional user training sessions throughout the organization can help increase the utilization rate by ensuring users are aware of and know how to use the new solution.

When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems. Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.