Free Access Cisco.820-605.v2022-05-21.q85 Practice Test (Page 9)

Question 36

Which element evaluates a customer outcome?

A.benchmarks

B.milestones

C.metrics

D.key performance indicators

Question 37

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.Have the CIO define a clear IT strategy and implement the suggestions immediately.

B.Adopt a lifecycle approach with a proactive review of service performance against KPIs.

C.Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

D.Have the CSM define how value should be measured at the end of the contract period.

Question 38

Which statement describes the difference between customer success and customer sales?

A.Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about making sure the customer deploys the solution within an effective timeline.

B.Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

C.Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

D.Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about expanding the customer's portfolio.

Question 39

Refer to the exhibit. The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A.The customer has a high probability to renew and will include an expanded opportunity

B.The customer's usage has seen a recent decline and the chance of them churning will be higher

C.The customer's usage is too low to correctly measure the chance of their retention

D.The customer has increased usage, which shows a strong indicator of renewal

Question 40

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.Perform a deep analysis of all the sales orders to the past 24 months

B.Speak the internal contacts to understand the customer sentiment and outstanding escalations

C.Build an understanding of your customer's business and market trends and priorities

D.Engage with the account team to understand the expansion opportunities

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Question 36

Question 37

Question 38

Question 39

Question 40

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