2021 Update Cisco Customer Success Manager 820-605 Exam Questions (50 Q&As)

1. From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

2. What are two barriers of adoption in an organization? (Choose two.)

new product sales motion

lack of knowledge on solution

organizational announcements

implementation issues

hiring practices

3. 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?

Document the session, stakeholder interests, and metrics for leadership

Create a success plan to be reviewed with the customer at the next review meeting

Provide technical configuration for development

Discuss new opportunities and new products to purchase

4. Which list of components of a Customer Success Quarterly Success Review is common?

results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

5. Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

KPI that will be improved by the new product solution

current existing products that are being displaced by the solution

current configuration guide of the product solution

product use case that will achieve the desired outcome

6. Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

7. 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?

Contact the services team and request that they reach out to the customer to address the solution

Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

No action is needed because the customer will probably renew and you can address the issue after the renewal

8. Which of these is included in a success plan?

confidential customer information

customer business outcomes

customer HR processes

services cost

9. Your customer’s business outcome is to drive employee efficiencies.

Which key metrics measure this outcome?

increase in new subscribers or increase in end users

number of incidents reported or number of compliance issues

reduction in headcount or operational support costs

customer and employee feedback

number of activities completed or increase in direct time

10. What is a financial implication of churn?

loss of revenue

increased production

reduced product utilization

contract expansion

11. The Customer Success Manager notices that their customer has delayed going into production.

Which action does the Customer Success Manager consider?

Suggest that the customer replace their existing staff

Provide the customer with a chargeable deployment service

Re-enforce the time to value of the solution

Give the customer a discount on a future purchase

12. Which definition of customer success is true?

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

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

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.

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.

13. The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.

Which two business outcomes are critical to the company’s success? (Choose two.)

sustainability

credibility

time to market

business growth

cost efficiency

14. You notice a decline over time in your customer’s usage of your product.

Which action do you consider?

Tell the customer a new solution will soon be available

Carefully tell the customer to get more people to use your product

Re-assess the customer’s business process and outline the capability of the solution

Show the customer a comparison of the solution versus the competition

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

Keep services as a primary topic

Focus on the value achieved

Incorporate the sales team’s plan

Target executive priorities

Focus on technical details

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