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820-605 - Cisco Customer Success Manager (CSM)

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820-605 Questions and Answers

Question # 1

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.

Question # 2

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.

Question # 3

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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