[2025-December-New]Braindump2go 820-605 Dumps Free[Q94-Q145]
2025/December Latest Braindump2go 820-605 Exam Dumps with PDF and VCE Free Updated Today! Following are some new Braindump2go 820-605 Real Exam Questions!
QUESTION 94
Which element evaluates a customer outcome?
A. key performance indicators
B. milestones
C. metrics
D. benchmarks
Answer: D
QUESTION 95
Which action should be taken when new company leadership is forcing a competitor’s solution?
A. Recheck the value realized by the current solution.
B. Demonstrate how the current solution is a lower-cost solution than competitors.
C. Hold an executive briefing to evaluate risks of the proposed solution.
D. Tell the new leadership about the long-standing relationship between two companies.
Answer: A
QUESTION 96
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
A. process
B. people
C. tools
D. platform
E. application
Answer: AB
QUESTION 97
Refer to the exhibit. Which action must be taken by Customer Success Manager?
A. Recommend expansion opportunities
B. Review the financial index.
C. Develop a customer testimonial.
D. Identify the adoption barriers.
Answer: D
QUESTION 98
What are two barriers to adoption within an organization? (Choose two.)
A. solution implemented by partner
B. agile development model
C. inadequate knowledge and skills
D. centralized IT organization
E. organizational silos
Answer: AC
QUESTION 99
How are operating expenses (OpEx) different from capital expenses (CapEx)?
A. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
B. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
C. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
D. OpEx has depreciation, while there is no deprecation with CapEx.
Answer: C
QUESTION 100
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
A. help desk data
B. health score
C. risk management
D. telemetry
E. training surveys
Answer: BD
QUESTION 101
A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
A. Evaluate the availability of resources to work on the problem.
B. Engage a specialist to identity a technical solution or workaround.
C. Conduct an assessment of the business impact of the problem.
D. Establish a timeline of when a solution must be in place.
Answer: C
QUESTION 102
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
A. Have marketing write a blog post about the new solution.
B. Encourage the customer to purchase updated endpoints.
C. Block all alternative chat and video collaboration systems.
D. Conduct a survey to determine which collaboration solutions users are using.
E. Advertise additional user training sessions throughout the organization.
Answer: CE
QUESTION 103
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
B. Have the CSM define how value should be measured at the end of the contract period.
C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
Answer: A
QUESTION 104
What are two examples of expand opportunities? (Choose two.)
A. providing solution optimization services
B. adding headcount to manage solution by the customer
C. training on existing features
D. hosting an executive review
E. increasing license count
Answer: AE
QUESTION 105
What are two drivers for Customer Success? (Chooser two)
A. The customer trusts that Cisco support will solve any issues.
B. The customer receives training for new products and services.
C. The customer recognizes the value of initial use case implementations.
D. The customer gives feedback about the purchased product.
E. The mature and fully deployed solution is running in production.
Answer: BC
QUESTION 106
From a Customer Success perspective, why should the customer’s health be monitored?
A. to provide the opportunity to address any changes in the customer’s experience around the solution
B. to identify unused licenses so they can be addressed via a service improvement plan
C. to directly enable renewals
D. to give the customer valuable insight so they can automatically renew critical services on time
Answer: A
QUESTION 107
Which Customer Success activity is critical from the supplier perspective?
A. identifying opportunities for sales expansion
B. driving full adoption of the company’s technology across all supported solutions
C. ensuring the customer has a success plan and is achieving each milestone in a timely manner
D. listening carefully to the customer’s feedback and taking actions so the company’s solutions can be improved
Answer: C
QUESTION 108
What is a lagging indicator of the customer achieving the value proposition?
A. product deployment
B. contract renewal
C. decrease in the number of problem reports
D. movement to evaluate stage
Answer: B
Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.
QUESTION 109
Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan?
A. Design and propose a discount on product G.
B. Contact and collaborate with the individuals involved in the onboarding of product E.
C. Offer and encourage the opportunity for the customer to participate in a success story for product F.
D. Identify and document barriers that impact product C.
Answer: D
QUESTION 110
What is the purpose of targeted use cases?
A. They highlight the product differentiation from a competitor.
B. They define how a solution is applied to enable a desired outcome.
C. They function without the purchase of additional services.
D. They provide customers with ways to take advantage of additional features.
Answer: B
Explanation:
The purpose of targeted use cases is that they define how a solution is applied to enable a desired outcome. Use cases describe specific scenarios or steps showing how users interact with a system or product to achieve goals, helping clarify and organize requirements from the user’s perspective.
This distinguishes them from options like focusing on product differentiation, functioning without additional purchases, or providing ways to use additional features. Targeted use cases emphasize practical application to meet user goals.
QUESTION 111
How can Customer Success Plan tracking drive additional license purchases?
A. The Success Plan tracks the mean time to failure of the solution.
B. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
C. The Success Plan tracks gains in user productivity and communicates this back to the business.
D. The Success Plan tracks the number of technical support cases opened.
Answer: C
QUESTION 112
A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
A. Share the company’s organizational chart with the support team.
B. Provide customers with relevant use cases for the purchased solution.
C. Ensure that the customer knows the point of contact for product training.
D. Clarify roles and responsibilities with the stakeholders.
Answer: D
QUESTION 113
What is a business adoption barrier?
A. solution is not implemented
B. customer lacks technical knowledge
C. services are unpurchased
D. lack of customer stakeholder
Answer: A
QUESTION 114
What is a technical adoption barrier?
A. lack of Integration with other products
B. underutilization of licenses
C. untrained customer user group
D. customer not measuring product value
Answer: A
QUESTION 115
Which perspectives are covered in a balanced scorecard?
A. customer, employee, partner, risk
B. business process, customer, financial, learning, growth
C. competition, culture, financial. IT systems
D. business outcomes, customer, employee, risk
Answer: B
QUESTION 116
Which action should a Customer Success Manager take when the product utilization score is not improving?
A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
B. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
C. Review the support case history to identify product quality or customer education issues.
D. Contact the product operations team to review the telemetry and offer insights to the customer.
Answer: A
QUESTION 117
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
A. cost
B. value
C. benefit
D. customer relationship
Answer: B
QUESTION 118
On which two objectives should communication with customer executives focus? (Choose two.)
A. return on investment
B. product improvement
C. new sales
D. user training
E. time to value
Answer: AE
QUESTION 119
What is the order of the key elements of process improvement for Customer Success?
A. measure, define, analyze, control, improve
B. define, measure, analyze, improve, control
C. define, analyze, measure, improve, control
D. analyze, define, measure, control, improve
Answer: B
QUESTION 120
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?
A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
B. Assign internal resources to develop and deliver training to the customer’s IT staff to ensure the project is successful.
C. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
D. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
Answer: A
QUESTION 121
Which element of the renewal risk analysis is associated with a customer’s requests to maintain existing pricing?
A. customer budget
B. adoption barriers
C. value realization
D. competitive differentiation
Answer: D
QUESTION 122
Which scenario represents a use case expand opportunity?
A. usage KPIs are on target entering the fourth quarter
B. supplementary training sessions are organized on existing features
C. solution management team adds headcount
D. endpoint security solution extended to cover data center servers in addition to laptops
Answer: D
QUESTION 123
Which two activities support Customer Success planning? (Choose two.)
A. service ticket tracking
B. adoption barrier identification
C. quality control
D. service delivery program management
E. KPI tracking
Answer: BE
QUESTION 124
What is a common indicator of customer health?
A. number of services purchased
B. number of licenses purchased
C. customer satisfaction metric
D. amount of money spent on the solution
Answer: C
QUESTION 125
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
A. Create a new Health Index dashboard with the Sales team.
B. Evaluate the customer’s expertise in managing the purchased solution.
C. Examine solution pricing with the Renewals Manager.
D. Schedule Quarterly Business Review with the new leadership team.
E. Review the original business case and reassess desired outcomes with the new leadership team.
Answer: DE
QUESTION 126
Which factor delays time to value?
A. unrenewed Success Plan
B. unpaid invoice
C. loss of project sponsor
D. negative Net Promoter Score
Answer: C
QUESTION 127
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
A. sales proof of concept
B. late-stage adoption
C. early-stage adoption
D. solution renewal
Answer: C
QUESTION 128
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?
A. Engage with the account team to understand the expansion opportunities.
B. Perform a deep analysis of all the sales orders to the past 24 months.
C. Document customer’s current technical escalations.
D. Speak the internal contacts to understand the customer’s priorities and sentiment.
Answer: D
QUESTION 129
As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?
A. Talk to senior management to explain the benefits of success story creations.
B. Explain that this is a role metric that is needed to satisfy quotas.
C. Make the story for internal use only.
D. Offer the customer free products or services as an incentive.
Answer: C
QUESTION 130
Which activity should happen after successful customer value realization?
A. Publish a case study that presents the customer success story.
B. Identify lessons learned and see how the engagement time can be shortened.
C. Fully engage in a feature planning session for the future.
D. Review usage, potential roadblocks, and bottlenecks to product engagement.
Answer: B
QUESTION 131
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
A. Sell additional training to the customer.
B. Introduce new features that have been recently enabled within the product.
C. Review priorities from the Success Plan with customer leadership.
D. Offer upfront discounts and secure the business for as many years as possible.
E. Determine if there has been a change in resourcing or stakeholders.
Answer: CE
QUESTION 132
What is a leading indicator of adoption in the healthscore?
A. renewal
B. integrated account plan
C. product sales
D. product quality
Answer: D
QUESTION 133
What is the financial implication of churn?
A. reduced technology footprint
B. increased user licensing
C. reduced revenue
D. increased renewal value
Answer: C
QUESTION 134
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. Invites the stakeholders to attend technical training on different product use cases.
C. Educate the operations team on the features and capabilities of the existing solution.
D. Ensure the customer’s procurement team is aware of the existing solution and its usage history.
Answer: A
QUESTION 135
Which two actions should be taken when a customer’s usage is in decline? (Choose two.)
A. Show the customer how the current solution compares to the offers from a competitor.
B. Assess the capabilities of the solution against the customer’s desired outcomes.
C. Tell the customer a new solution will soon be available.
D. Review the implementation plan with key customer leadership.
E. Identify changes in the customer’s business processes.
Answer: BE
QUESTION 136
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company B?
A. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
B. Perform a marketing campaign and design a roadmap of new products.
C. Provide recommendations for training and offer scripts for learning products.
D. Observe the net promoter scores and how likely the customer is to create a success story.
Answer: A
QUESTION 137
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
A. Onboard
B. Purchase
C. Implement
D. Select
Answer: D
QUESTION 138
What are two customer advantages of purchasing subscription licenses? (Choose two.)
A. It enables software providers to control customer consumption.
B. The customer can discontinue the subscription if value is not realized.
C. It provides the customer with a pay per use model.
D. It creates high aftermarket resale value.
E. Software maintenance is offered through a separate contract.
Answer: BC
QUESTION 139
Refer to the exhibit. What is the concern for a Customer Success Manager within this task of the RACI matrix?
A. Lack of sufficient expertise with minimal consulting stakeholders engaged.
B. Running the risk of under communicating with too few stakeholders involved.
C. It is difficult to get a consensus or agreement with the number of roles accountable.
D. Too many people are responsible, which leaves no clear leader.
Answer: C
QUESTION 140
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
A. Offer the customer a discount because of their problems.
B. Request a meeting with customer executives.
C. Establish a timeline of when a solution must be in place.
D. Ensure the escalation to technical specialists.
Answer: C
QUESTION 141
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
A. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
B. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
C. Provide recommendations for training or suggest new features based on data analysis.
D. Perform a marketing campaign and share the roadmap of new products.
Answer: C
QUESTION 142
What is a lagging indicator of the customer achieving the value proposition?
A. product deployment
B. contract renewal
C. decrease in the number of problem reports
D. movement to evaluate stage
Answer: B
QUESTION 143
Which analysis model is used to better understand the customer business environment?
A. dashboard
B. SWOT
C. renewal contract
D. RACI
Answer: B
QUESTION 144
What is a financial implication of churn?
A. increase in service level
B. decrease in subscription
C. expansion of contract
D. decrease in discounts
Answer: B
QUESTION 145
What is an objective of the Customer Success Manager?
A. make decisions on behalf of the customer to reduce time to value
B. train customers to ensure they understand the full capabilities of the solution
C. help customers recognize the self-service model
D. solve customer problems to attain business outcomes
Answer: D
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