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Cisco Customer Success Manager Sample Questions (Q43-Q48):

NEW QUESTION # 43
What is a technical adoption barrier?

A. underutilization of licenses
B. lack of integration with other products
C. untrained customer user group
D. customer not measuring product value

Answer: B

Explanation:
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.

NEW QUESTION # 44
The Chief Information Officer (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 for over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

A. Have the CSM define how value should be measured at the end of the contract period.
B. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
C. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
D. Have the CIO define a clear IT strategy and implement the suggestions immediately.

Answer: C

Explanation:
Adopting a lifecycle approach with proactive reviews of service performance against predefined KPIs can help prevent disagreements over the value of delivered work. This approach ensures that both parties have a clear understanding of the expected outcomes and can address any issues before they escalate into significant disagreements.

NEW QUESTION # 45
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.)

A. questions to validate the interpreted analytical data
B. sales account plan
C. support tickets reports and diagnostic information
D. detailed contract inventory
E. customer annual report and quarterly business reviews

Answer: C,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

NEW QUESTION # 46
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company.
Which two opportunities can lead to advocacy? (Choose two.)

A. moments of success when the customer acknowledges progress
B. continuing results based on unexpected value
C. successful contract renewal
D. results that are not measurable
E. green health scores over intermittent time periods

Answer: A,B

NEW QUESTION # 47
What are two examples of expand opportunities? (Choose two.)

A. providing solution optimization services
B. increasing license count
C. hosting an executive review
D. adding headcount to manage solution by the customer
E. training on existing features

Answer: A,B

NEW QUESTION # 48
......

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Sharpen Your Time Management Skills with Cisco 820-605 Practice Test

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Cisco Customer Success Manager Sample Questions (Q43-Q48):

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