2.1 Define Customer Success 700-805 Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A customer is six months into a three-year contract. The Renewals Manager discovers that the customer's original business sponsor has left the company and no new sponsor has been identified. What is the most critical customer success action to take to protect the long-term renewal?

   • AFocus on the technical users who are still active in the system.
   • BDocument the sponsor loss as a risk and review it again at the next quarterly business review.
   • CWait for the customer to identify a new sponsor before engaging.
   • DEngage with the customer's leadership to establish a new executive sponsor and re-validate the value of the solution.
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2. 7application · medium

   A Renewals Manager is working with a customer who has a history of renewing but has never engaged with the customer success team. The customer's usage is stable. What is the best approach to build a stronger relationship and improve the likelihood of a long-term renewal?

   • ARespect their independence and only contact them at renewal time.
   • BInvite them to a low-pressure business review focused on their goals and roadmap.
   • CSend them a list of unused product features to encourage more usage.
   • DAsk them to complete a detailed survey about their experience.
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4. 8foundation · easy

   In the context of a Cisco Renewals Manager, which statement best defines customer success?

   • AManaging the customer's entire IT infrastructure on their behalf to guarantee zero downtime.
   • BProviding reactive technical support only when customers report issues or problems with their Cisco products.
   • CEnsuring that customers purchase the maximum number of Cisco products and services each year.
   • DProactively helping customers achieve their desired outcomes while using Cisco solutions, which in turn drives satisfaction and loyalty.
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5. 9expert · hard

   A customer's technical team is highly satisfied with a Cisco product, but the business unit that funds the project is planning to move to a different solution because they believe the current one is 'too complex to manage.' The Renewals Manager must define customer success for this account. What is the most important gap to address?

   • AThe product's technical capabilities, which need to be enhanced to meet the business unit's needs.
   • BThe business unit's perception of complexity, which is a barrier to their desired outcome.
   • CThe cost of the solution, which is likely the real reason for the move.
   • DThe technical team's satisfaction, which is the primary indicator of success.
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6. 10application · medium

   A Renewals Manager is reviewing a customer account that has a high product usage rate but a low satisfaction score in the latest survey. The customer's contract renews in three months. How should the Renewals Manager apply customer success practices to improve the renewal outcome?

   • ADelay the renewal conversation until the satisfaction score improves.
   • BFocus solely on the high usage data to predict a successful renewal.
   • CConduct a health check conversation to understand the gap between usage and satisfaction.
   • DEscalate the low satisfaction score to the support team and close the case.
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