Download Cisco Customer Success Manager.820-605.ExamTopics.2025-06-01.98q.vcex

Vendor: Cisco
Exam Code: 820-605
Exam Name: Cisco Customer Success Manager
Date: Jun 01, 2025
File Size: 999 KB
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Demo Questions

Question 1
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
  1. Service organizations must evolve from a ג€break fixג€ 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.
  2. 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.
  3. 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.
  4. 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.
Correct answer: C
Question 2
What is the value proposition of customer success for customers?
  1. incremental rewards
  2. business vision support
  3. technical assistance prioritization
  4. external publicity
Correct answer: B
Question 3
What is a technical adoption barrier?
  1. lack of integration with other products
  2. underutilization of licenses
  3. untrained customer user group
  4. customer not measuring product value
Correct answer: A
Question 4
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
  1. Create a new Health Index dashboard with the Sales team.
  2. Evaluate the customer’s expertise in managing the purchased solution.
  3. Examine solution pricing with the Renewals Manager.
  4. Schedule Quarterly Business Review with the new leadership team.
  5. Review the original business case and reassess desired outcomes with the new leadership team.
Correct answer: DE
Question 5
Which factor delays time to value?
  1. unreviewed Success Plan
  2. unpaid invoice
  3. loss of project sponsor
  4. negative Net Promoter Score
Correct answer: B
Question 6
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
  1. sales proof of concept
  2. late-stage adoption
  3. early-stage adoption
  4. solution renewal
Correct answer: C
Question 7
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
  1. cost
  2. value
  3. benefit
  4. customer relationship
Correct answer: D
Question 8
What is the order of the key elements of process improvement for Customer Success?
  1. measure, define, analyze, control, improve
  2. define, measure, analyze, improve, control
  3. define, analyze, measure, improve, control
  4. analyze, define, measure, control, improve
Correct answer: B
Question 9
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?
  1. Engage with the account team to understand the expansion opportunities.
  2. Perform a deep analysis of all the sales orders to the past 24 months.
  3. Document customer’s current technical escalations.
  4. Speak the internal contacts to understand the customer’s priorities and sentiment.
Correct answer: D
Question 10
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
  1. increase in new subscribers or increase in end users
  2. number of incidents reported or number of compliance issues
  3. reduction in headcount or operational support costs
  4. customer and employee feedback
  5. number of activities completed or increase in direct time
Correct answer: E
Question 11
Which scenario represents a use case expand opportunity?
  1. usage KPIs are on target entering the fourth quarter
  2. supplementary training sessions are organized on existing features
  3. solution management team adds headcount
  4. endpoint security solution extended to cover data center servers in addition to laptops
Correct answer: D
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