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- First-line support personnel
- Network Administrator
- Video system administrators
- End-user technical staff
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The Cisco 820-605 CSM (Customer Success Manager) exam will earn you the Cisco Customer Success Manager Specialist certification. It is one of the specialist endorsements offered by Cisco. This test is focused on individuals who have spent enough time and resources working with clients to decide, measure, and convey business results through the execution of innovation. There are no specific prerequisites for this qualification, but you should know enough about the various domains and subdomains related to the final exam.
NEW QUESTION 39
Which element evaluates a customer outcome?
- A. benchmarks
- B. key performance indicators
- C. metrics
- D. milestones
Answer: B
NEW QUESTION 40
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Have the CSM define how value should be measured at the end of the contract period.
- B. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- C. Have the CIO define a clear IT strategy and implement the suggestions immediately.
- D. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
Answer: B
NEW QUESTION 41
Which method is directly associated with evaluating a customer outcome?
- A. key performance indicators
- B. benchmarks
- C. metrics
- D. milestones
Answer: C
NEW QUESTION 42
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. Quarterly Success Review build and delivery
- B. customer's stakeholders and their business outcomes
- C. initial user group identified and their use cases confirmed
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. additional features that will align with the business outcomes
Answer: B,C
NEW QUESTION 43
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 two main barriers to adoption does the customer face? (Choose two.)
- A. technical barrier
- B. product barrier
- C. process barrier
- D. cultural barrier
- E. cost barrier
Answer: C,D
NEW QUESTION 44
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?
- A. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
- B. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
- C. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
- D. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
Answer: B
NEW QUESTION 45
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. technical
- B. operational
- C. data
- D. business
Answer: B
NEW QUESTION 46
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. prescriptive
- B. descriptive
- C. predictive
- D. diagnostic
Answer: C
NEW QUESTION 47
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 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.
- C. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- 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
NEW QUESTION 48
Why should a customer's success be documented?
- A. to establish KPIs that measure success
- B. to provide awareness of the value achieved by the solution
- C. to provide expansion opportunities for the sales team
- D. to document roles and responsibilities for project management
Answer: A
NEW QUESTION 49
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- B. Build an understanding of your customer's business and market trends and priorities
- C. Perform a deep analysis of all the sales orders to the past 24 months
- D. Engage with the account team to understand the expansion opportunities
Answer: B
NEW QUESTION 50
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
- A. green health scores over intermittent time periods
- B. continuing results based on unexpected value
- C. results that are not measurable
- D. moments of success when the customer acknowledges progress
- E. successful contract renewal
Answer: B,D
NEW QUESTION 51
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. Give the customer a discount on a future purchase
- C. Re-enforce the time to value of the solution
- D. Provide the customer with a chargeable deployment service
Answer: C
NEW QUESTION 52
How can Customer Success Plan tracking drive additional license purchases?
- A. The Success Plan tracks the mean time to failure of the solution.
- B. The Success Plan tracks gains in user productivity and communicates this back to the business.
- C. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
- D. The Success Plan tracks the number of technical support cases opened.
Answer: B
NEW QUESTION 53
Which two actions are critical when communicating with executives? (Choose two.)
- A. Keep services as a primary topic
- B. Incorporate the sales team's plan
- C. Focus on technical details
- D. Focus on the value achieved
- E. Target executive priorities
Answer: A,E
NEW QUESTION 54
Which Qprovides the best information to use to define customer success factors?
- A. What services do you need?
- B. What tools are you looking for, to better measure your ROI?
- C. What are your business objectives for this project/initiative?
- D. Which Cisco products best fit your goals?
Answer: C
NEW QUESTION 55
Which list of components of a Customer Success Quarterly Success Review is common?
- A. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
- B. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
- C. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- D. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
Answer: D
NEW QUESTION 56
What is the purpose of capturing moments of success with a customer?
- A. validating deployment of the solution
- B. expanding the purchased solution
- C. recognizing the value of the engagement
- D. renewing the contract and subscription
Answer: C
NEW QUESTION 57
What defines a use case?
- A. list of actions or event steps that a customer uses.
- B. comparison of the marketing description of what a product does and the customer's experience.
- C. list of actions that define the interactions between a role and a system to achieve a goal.
- D. list of instructions customers use for their software.
Answer: C
NEW QUESTION 58
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