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820-605 Cisco Customer Success Manager (CSM) Question and Answers

Question # 4

Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

A.

Provide break-fix support for technical problems experienced or observed by the customer.

B.

Provide training content to address current and existing barriers.

C.

Provide a detailed cost structure for the management team.

D.

Provide direct and in-depth technical expertise upon customer request.

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Question # 5

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

A.

Have marketing write a blog post about the new solution.

B.

Encourage the customer to purchase updated endpoints.

C.

Block all alternative chat and video collaboration systems.

D.

Conduct a survey to determine which collaboration solutions users are using.

E.

Advertise additional user training sessions throughout the organization.

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Question # 6

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A.

limited telemetry

B.

purchase policy process

C.

lack of common features

D.

lack of communication

E.

business misalignment

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Question # 7

Which definition of customer success is true?

A.

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

B.

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

C.

It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

D.

It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

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Question # 8

From a Customer Success perspective, why should the customer’s health be monitored?

A.

to provide the opportunity to address any changes in the customer's experience around the solution

B.

to identify unused licenses so they can be addressed via a service improvement plan

C.

to directly enable renewals

D.

to give the customer valuable insight so they can automatically renew critical services on time

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Question # 9

What is the value proposition of customer success for customers?

A.

business vision support

B.

technical assistance prioritization

C.

external publicity

D.

incremental rewards

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Question # 10

Which two actions are critical when communicating with executives? (Choose two.)

A.

Keep services as a primary topic

B.

Focus on the value achieved

C.

Incorporate the sales team’s plan

D.

Target executive priorities

E.

Focus on technical details

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Question # 11

Which method is directly associated with evaluating a customer outcome?

A.

milestones

B.

key performance indicators

C.

metrics

D.

benchmarks

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Question # 12

Which element evaluates a customer outcome?

A.

key performance indicators

B.

milestones

C.

metrics

D.

benchmarks

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Question # 13

As a Customer Success Manager, what is the most important metric to uncover during onboarding?

A.

cost

B.

value

C.

benefit

D.

customer relationship

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Question # 14

What is a key driver that is creating the need for customer success?

A.

financial resources

B.

subscription economy

C.

advanced specializations

D.

portfolio management

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Question # 15

What is the purpose of capturing moments of success with a customer?

A.

expanding the purchased solution

B.

recognizing the value of the engagement

C.

renewing the contract and subscription

D.

validating deployment of the solution

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Question # 16

Which perspectives are covered in a balanced scorecard?

A.

customer, employee, partner, risk

B.

business process, customer, financial, learning, growth

C.

competition, culture, financial. IT systems

D.

business outcomes, customer, employee, risk

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Question # 17

During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A.

operational

B.

business

C.

technical

D.

data

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Question # 18

What is the best reason for documenting your customer’s success?

A.

To provide awareness of the value achieved by the customer’s purchased solution

B.

To establish KPI’s that measure the success of your company’s business

C.

To document roles and responsibilities for your project management

D.

To provide expansion opportunities for your sales team

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