Free 820-605 sample questions

Correct answer: Ask the IT Director if they would be willing to participate in a case study or act as a reference.

A key purpose of a QSR is to document and validate the value delivered. When a clear success metric is achieved and acknowledged by the customer, it's an ideal moment to capture this success by asking for advocacy. This could be a case study, testimonial, or reference. This action capitalizes on the positive sentiment to build a stronger partnership and create marketing assets, which is a core CSM function.

Correct answer: High touch

The high touch engagement model is designed for high-value, strategic customers. It involves a dedicated CSM, frequent and personalized interactions, and deep strategic alignment. Given the high ACV and complex, strategic outcomes, this model ensures the necessary resources are allocated to protect the revenue and drive deep value, fostering a strong partnership.

Correct answer: 8:1

First, calculate the Lifetime Value (LTV). LTV = ARPA * 12 months * Average Customer Lifespan. LTV = $2,000 * 12 * 5 = $120,000. Next, calculate the LTV to CAC ratio. Ratio = LTV / CAC = $120,000 / $15,000 = 8. The ratio is 8:1. This is a very healthy ratio, indicating a strong return on customer acquisition efforts.

Correct answers: Identify and engage with the new decision-maker to re-establish the value proposition.; Prepare and present a concise summary of realized business outcomes and ROI.

The immediate risk is the loss of the internal champion. The top priority is to find the new sponsor or key decision-maker and educate them on the value AppDynamics is providing and how it aligns with their goals.

The new decision-maker will need justification to continue the investment. A summary of the value already delivered, including specific business outcomes and ROI, is crucial for demonstrating the solution's impact and securing their buy-in for renewal.

Correct answer: False

This statement is false. Leading indicators are forward-looking metrics that predict future outcomes, such as renewal or churn. They measure customer behavior that is correlated with success. Lagging indicators, such as renewal rate, churn rate, and Net Promoter Score (NPS), are the metrics that measure past performance and realized value.

Correct answer: Average call answer time for inbound patient appointment lines.

A KPI must be a quantifiable measure used to evaluate success in meeting an objective. The business outcome is to 'reduce patient wait times.' The most direct measure of this is the 'average call answer time.' While other options are valid technical or operational metrics for CUCM, they do not directly measure the customer's stated business outcome.

Correct answer: Facilitate a workshop between the IT and marketing departments to define use cases for the analytics data.

The root cause of the barrier is a lack of stakeholder alignment and undefined business use cases for the key user group (marketing). The most effective action is to bring the relevant parties together. A workshop will help the marketing team understand the capabilities and allow them to define how the analytics can help them achieve their goals, thus creating the necessary buy-in and a plan for adoption.

Correct answer: Propose a paid, short-term Professional Services engagement where a Cisco expert co-develops the critical transaction scripts with the customer's team.

This solution directly addresses the identified barrier (technical skill gap and lack of time) while accelerating time-to-value. A Professional Services engagement provides immediate expertise to get the critical tests running, demonstrating value quickly to the concerned sponsor. The co-development aspect ensures knowledge transfer, enabling the customer's team to manage and create scripts in the future. This approach turns a barrier into a potential expansion opportunity for change management services.

Correct answer: Annual customer churn rate

Lagging indicators measure past events and outcomes. The annual churn rate is a classic lagging indicator because it reports on how many customers have already left over a previous period. Leading indicators, like weekly active users or support ticket volume, are predictive of future outcomes like churn but do not measure it directly.

Correct answer: Product Usage

Product Usage data (telemetry, consumption) is the most direct measure of whether a customer is adopting the features and workflows necessary to achieve their business outcomes. While sentiment, quality, and financials are important, usage data shows actual behavior. Low usage of critical features is a strong indicator that the customer is not realizing value and is unlikely to meet their goals.