820-605 Cisco Customer Success Manager Questions and Answers

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

Recheck the value realized by the current solution.

Demonstrate how the current solution is a lower-cost solution than competitors.

Hold an executive briefing to evaluate risks of the proposed solution.

Tell the new leadership about the long-standing relationship between two companies.

Tell the customer a new solution will soon be available

Carefully tell the customer to get more people to use your product

Re-assess the customer’s business process and outline the capability of the solution

Show the customer a comparison of the solution versus the competition

operational

business

technical

data

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

Contact the services team and request that they reach out to the customer to address the solution

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will probably renew and you can address the issue after the renewal

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

limited telemetry

purchase policy process

lack of common features

lack of communication

business misalignment

increase in new subscribers or increase in end users

number of incidents reported or number of compliance issues

reduction in headcount or operational support costs

customer and employee feedback

number of activities completed or increase in direct time

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

risk management

market growth

sustainability

cost efficiency

financial resources

subscription economy

advanced specializations

portfolio management

onboarding

deployment

utilization

purchase

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.