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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Cisco Customer Success Manager |
| Exam Number: | 820-605 |
| Exam Format: | Multiple choice, Scenario-based questions |
| Passing Score: | 70% |
| Exam Price: | $250 USD |
| Certificate Validity Period: | 3 years |
| Real Exam Qty: | 55-65 |
| Available Languages: | English, Japanese |
| Exam Duration: | 90 minutes |
| Recommended Training: | Cisco Learning Network Cisco Customer Success Manager (DTCSM) Training Course |
| Exam Registration: | Cisco Certification Tracking System Pearson VUE |
| Sample Questions: | Cisco 820-605 Sample Questions |
| Exam Way: | Online proctored or onsite at authorized test centers |
| Pre Condition: | No formal prerequisites; recommended to have basic knowledge of Cisco customer success methodologies and 6+ months of relevant experience |
| Official Syllabus URL: | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/customer-success-manager-csm-820-605.html |
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Cisco 820-605 exam focuses on the knowledge and skills required to manage customer success programs. 820-605 exam covers topics such as customer success concepts, customer journey mapping, customer data analysis, and customer experience management. 820-605 Exam also focuses on communication and collaboration skills, as well as the ability to develop and execute customer success plans.
NEW QUESTION # 145
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
Answer: A
Explanation:
The concern for a Customer Success Manager within this task of the RACI matrix is that having too many people responsible can lead to confusion and a lack of clear leadership. In a RACI matrix, it is best practice to have only one person accountable for a task to ensure clear ownership and accountability. Multiple people marked as accountable could result in a diffusion of responsibility and inefficiency. References: The RACI matrix is a tool used to clarify roles and responsibilities in project management. It is important to have clear, singular accountability for each task to ensure effective execution and decision-making.
NEW QUESTION # 146
Which method is directly associated with evaluating a customer outcome?
Answer: B
Explanation:
Key performance indicators (KPIs) are directly associated with evaluating a customer outcome because they are quantifiable measures used to gauge the performance over time in terms of meeting strategic and operational goals. KPIs are crucial for assessing whether a company is on track to achieve its desired outcomes. References: Cisco Customer Success Manager documentation
NEW QUESTION # 147
What is the value proposition of customer success for customers?
Answer: B
Explanation:
The value proposition of customer success for customers lies in supporting their business vision. Customer success helps customers to realize their business objectives and ensures that the solutions provided align with their strategic direction
NEW QUESTION # 148
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
Answer: C
Explanation:
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.
NEW QUESTION # 149
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)
Answer: A,E
NEW QUESTION # 150
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