Cisco Customer Success Manager (CSM) Practice Test

820-605 Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Exam Number: 820-605
Exam Name : Cisco Customer Success Manager (CSM)

Exam TOPICS

The Cisco Customer Success Manager (DTCSM) v2.1 course gives you the confidence and competence to fulfill the Customer Success Manager (CSM) role successfully, helping your customers realize value from their solutions and achieve their business outcomes. The course offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive course, you can practice and gain confidence in fulfilling core tasks using best-practice tools and methodologies while receiving feedback from the facilitator and your peers.

This course is based on the concept of the customer lifecycle and how to optimize that journey, increasing the value realized by the customer, and maximizing your likelihood to maintain their loyalty and renew or expand their business opportunities. The course helps you prepare for the 820-605 Cisco® Customer Success Manager (CSM) exam. By passing this exam, you earn the Cisco Customer Success Manager Specialist certification.

Objectives
After taking this course, you should be able to:

Describe the role of the Customer Success Manager
Describe the tools that the Customer Success Manager uses to ensure customer experience
Describe the lifecycle approach to customer experience

Outline
Transition to Subscription Economy
Customer and Industry Trends
Defining Customer Success and the CSM Role
Impact of Customer Success on Business Practices
Engaging the Customer for Success
Engaging the Customer for Success
Addressing Barriers
Customer Success Management Activities
Success Plan Elements
Customer Success Management Activities
Expand and Renewals

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Question: 201
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.
Answer: D
Explanation:
Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
Question: 202
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the companys success? (Choose two.)
A. sustainability
B. credibility
C. time to market
D. business growth
E. cost efficiency
Answer: AE
Explanation:
Reference: https://www.tandfonline.com/doi/full/10.1080/17583004.2017.1386533
Question: 203
Which two actions should the Customer Success Manager take throughout the quarter to support their customer?
(Choose two.)
A. No action is necessary as long as the health index is green
B. Observe the online image of the customer
C. Review and update the success plan for ongoing activities
D. Manage the service issues and escalations
E. Join the sales and marketing strategy meetings
Answer: CD
Question: 204
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the companys success? (Choose two.)
A. sustainability
B. credibility
C. time to market
D. business growth
E. cost efficiency
Answer: AE
Explanation:
Reference: https://www.tandfonline.com/doi/full/10.1080/17583004.2017.1386533
Question: 205
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 teams plan
D. Target executive priorities
E. Focus on technical details
Answer: BD
Question: 206
From a Customer Success perspective, which reason to monitor your customers health is the most important?
A. It provides the opportunity to address any changes in the customers experience or actions around the solution
B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
C. Understanding your customers health directly enables renewals
D. It gives the customer valuable insight so they can automatically renew critical on time
Answer: C
Explanation:
Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
Question: 207
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases
were discussed.
Which step does the Customer Success Manager take next?
A. Document the session, stakeholder interests, and metrics for leadership
B. Create a success plan to be reviewed with the customer at the next review meeting
C. Provide technical configuration for development
D. Discuss new opportunities and new products to purchase
Answer: A
Question: 208
Which list of components of a Customer Success Quarterly Success Review is common?
A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next
quarter
B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next
quarter
C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
Answer: C
Question: 209
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled.
The other two solutions are in regular use in production.
How should the Customer Success Manager address the one solution that has not been fully enabled?
A. Contact the services team and request that they reach out to the customer to address the solution
B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address
the issue
D. No action is needed because the customer will probably renew and you can address the issue after the renewal
Answer: B
Question: 210
Your customers business outcome is to drive employee efficiencies.
Which key metrics measure this outcome?
A. increase in new subscribers or increase in end users
B. number of incidents reported or number of compliance issues
C. reduction in headcount or operational support costs
D. customer and employee feedback
E. number of activities completed or increase in direct time
Answer: E
Question: 211
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
A. Suggest that the customer replace their existing staff
B. Provide the customer with a chargeable deployment service
C. Re-enforce the time to value of the solution
D. Give the customer a discount on a future purchase
Answer: C
Question: 212
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
A. KPI that will be improved by the new product solution
B. current existing products that are being displaced by the solution
C. current configuration guide of the product solution
D. product use case that will achieve the desired outcome
Answer: D
Explanation:
Reference: https://sixteenventures.com/improve-adoption
Question: 213
Which of these is included in a success plan?
A. confidential customer information
B. customer business outcomes
C. customer HR processes
D. services cost
Answer: BD
Question: 214
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.
Answer: B
Explanation:
Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
Question: 215
What are two barriers of adoption in an organization? (Choose two.)
A. new product sales motion
B. lack of knowledge on solution
C. organizational announcements
D. implementation issues
E. hiring practices
Answer: BD
Question: 216
What is a financial implication of churn?
A. loss of revenue
B. increased production
C. reduced product utilization
D. contract expansion
Answer: A
Explanation:
Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/
Question: 217
You notice a decline over time in your customers usage of your product.
Which action do you consider?
A. Tell the customer a new solution will soon be available
B. Carefully tell the customer to get more people to use your product
C. Re-assess the customers business process and outline the capability of the solution
D. Show the customer a comparison of the solution versus the competition
Answer: C
/( 48(67,216

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