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Cisco 820-605 Dumps

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Total 124 questions
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Cisco Customer Success Manager (CSM) Questions and Answers

Question 1

Which scenario represents a use case expand opportunity?

Options:

A.

usage KPIs are on target entering the fourth quarter

B.

supplementary training sessions are organized on existing features

C.

solution management team adds headcount

D.

endpoint security solution extended to cover data center servers in addition to laptops

Question 2

Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which adoption barrier will the customer encounter?

Options:

A.

technical barrier

B.

cultural barrier

C.

product barrier

D.

cost barrier

Question 3

Which two adoption outcomes are renewal indicators? (Choose two)

Options:

A.

customer testimonial

B.

solution discount

C.

payment schedule

D.

optimized services

E.

training attendance

Question 4

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Options:

A.

Utilize a digital engagement so all your customers experience the touch of customer success

B.

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

C.

Utilize the service team to form a larger internal team to lead the engagement

D.

Utilize people to focus your customers in a 1:many customer success experience

Question 5

A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

Options:

A.

Engage with the account team to understand the expansion opportunities.

B.

Perform a deep analysis of all the sales orders to the past 24 months.

C.

Document customer's current technical escalations.

D.

Speak the internal contacts to understand the customer's priorities and sentiment.

Question 6

Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

Options:

A.

descriptive

B.

diagnostic

C.

prescriptive

D.

predictive

Question 7

Which adoption barrier results from failing to identify key stakeholders?

Options:

A.

missing value of product roadmap

B.

fragmented purchase

C.

lack of resources

D.

additional training requirements

Question 8

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

Options:

A.

completion of customer training

B.

confirmation of customer business outcomes

C.

review of product roadmap

D.

scheduling of Quarterly Success Review

E.

agreement of key stakeholders

Question 9

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

Options:

A.

organization chart discussed

B.

account relationships identified

C.

desired business outcomes discussed

D.

stakeholders identified

E.

network diagrams discussed

Question 10

What is a technical adoption barrier?

Options:

A.

lack of integration with other products

B.

underutilization of licenses

C.

untrained customer user group

D.

customer not measuring product value

Question 11

What is the customer success objective of a Quarterly Success Review?

Options:

A.

Introduce new products and services.

B.

Evaluate renewal contract.

C.

Align work effort to outcomes.

D.

Create a success plan.

Question 12

A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

Options:

A.

Renewals Manager

B.

Account Manager

C.

Product Sales Specialist

D.

Customer Success Manager

Question 13

Which definition of a use case is true?

Options:

A.

comparison of the marketing description of what a product does to the customer’s experience

B.

list of actions or event steps that a customer uses

C.

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D.

list of instructions that customer uses for their software

Question 14

Which Customer Success activity is critical from the supplier perspective?

Options:

A.

identifying opportunities for sales expansion

B.

driving full adoption of the company's technology across all supported solutions

C.

ensuring the customer has a success plan and is achieving each milestone in a timely manner

D.

listening carefully to the customer's feedback and taking actions so the company's solutions can be improved

Question 15

What is a type of expansion opportunity?

Options:

A.

additional user groups

B.

positive customer sentiment

C.

strong stakeholder communication

D.

using latest release versions

Question 16

What is a lagging indicator of the customer achieving the value proposition?

Options:

A.

product deployment

B.

contract renewal

C.

decrease in the number of problem reports

D.

movement to evaluate stage

Question 17

Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

Options:

A.

Deployment

B.

Adoption

C.

Awareness

D.

Evaluation

E.

Experience

Question 18

Refer to the exhibit. What does this health score indicate?

Options:

A.

The customer is unlikely to renew this license.

B.

The customer is unlikely to advocate for this product.

C.

The customer needs to consume more of this product.

D.

The customer needs to purchase more licenses.

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Total 124 questions
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