Free Cisco 820-605 Practice Exam with Questions & Answers | Set: 5

 A financial implication of churn is A, the loss of revenue. When customers discontinue their subscriptions or stop doing business with a company, it directly impacts the company’s revenue streams, making churn a critical financial concern

A leading indicator of adoption in the health score is product quality. High-quality products are more likely to be adopted by users, which is reflected in the health score. References: Adoption metrics and health scores often include product quality as a key factor influencing customer satisfaction and adoption rates.

A business adoption barrier can be the lack of a customer stakeholder. This refers to the absence of an advocate within the customer’s organization who supports the adoption of the solution and can drive internal change

Driving full adoption of the company’s technology across all supported solutions ensures that customers are utilizing the product to its fullest extent, which is critical for demonstrating value and fostering long-term customer relationships.

Components of Key Performance Indicators that contribute to customer value achievement include the quality of service performance data, which reflects the reliability and effectiveness of the service, and the speed to resolution of service requests, which impacts customer satisfaction and trust in the service provider. Both are critical for demonstrating the value delivered to the customer. References: Best practices in customer success management emphasize the importance of service quality and efficient resolution of issues as key drivers of customer value and satisfaction.

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.

 A type of expansion opportunity is the addition of user groups. This can occur when a solution is adopted by new departments or teams within the customer’s organization, leading to an increased number of users and potentially more licenses or services required. 

 The stakeholder responsible for ensuring that the customer realizes value from solutions coming up for renewal is the Customer Success Manager. Their role is to work closely with the customer to ensure they are achieving their desired outcomes with the solution and to address any concerns that may affect the renewal decision.

Expanding the customer footprint involves increasing the adoption of services or products within the existing customer base. This can lead to a deeper integration of the supplier’s offerings into the customer’s operations, making the customer more reliant on these services and less likely to churn..