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  • Exam Name: Cisco Customer Success Manager (CSM)
  • Last Update: 24-Apr-2024
  • Questions and Answers: 124
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820-605 Questions and Answers

Question # 1

In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A.

The adoption campaign provides notifications of new feature releases.

B.

The adoption campaign surveys all end users for product feedback.

C.

The adoption campaign notifies customers of a critical bug.

D.

The adoption campaign provides free trial licenses for feature upgrades.

E.

The adoption campaign provides free user training.

Question # 2

Which statement describes the difference between customer success and customer sales?

A.

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

B.

Customer sales is about getting customers to utilize their solutions to get the value they intended.

Customer success is about making sure the customer deploys the solution within an effective timeline.

C.

Customer sales is about getting customers to utilize their solutions to get the value they intended.

Customer success is about expanding the customer’s portfolio.

D.

Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Question # 3

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A.

Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

B.

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

C.

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

D.

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

Question # 4

Which factor delays time to value?

A.

unrenewed Success Plan

B.

unpaid invoice

C.

loss of project sponsor

D.

negative Net Promoter Score

Question # 5

What defines customer success?

A.

the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.

B.

a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.

C.

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

D.

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

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