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Cisco 820-605 certification exam is designed for professionals who are interested in becoming a Cisco Customer Success Manager (CSM). Cisco Customer Success Manager certification validates the candidate's skills and knowledge in the areas of customer success, customer experience, and sales processes. The CSM role is critical in ensuring customer satisfaction and retention for Cisco products and services, and 820-605 Exam helps candidates demonstrate their expertise in these areas.

Cisco Customer Success Manager Sample Questions (Q12-Q17):

NEW QUESTION # 12
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. customer's stakeholders and their business outcomes
B. initial user group identified and their use cases confirmed
C. Quarterly Success Review build and delivery
D. additional features that will align with the business outcomes
E. service introduction to confirm that they know how to submit service issues at the go live

Answer: A,C

NEW QUESTION # 13
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. Provide trending information on license types B and D and share with all stakeholders
B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
C. Run analysis on all the license types used by the customer on all platforms
D. Share the report with the customer point of contact for license types B and D and determine causes

Answer: D

Explanation:
The initial action a Customer Success Manager should take is to share the report with the customer point of contact for license types B and D to determine the causes of the usage trends. The bar graph indicates a decline in the use of these license types, which could suggest issues with adoption or satisfaction. Understanding the reasons behind these trends is crucial for addressing any potential problems and improving customer success.

NEW QUESTION # 14
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)

A. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
B. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
C. Present case studies that outline the benefits they achieved and highlight compelling metrics.
D. Provide additional training on the current use case to drive adoption.
E. Conduct a discovery session to uncover their additional pain points.

Answer: B,D

NEW QUESTION # 15
What is the value proposition of customer success for customers?

A. expansion opportunities
B. reduced time to value
C. impacting business outcomes
D. reduction of risk

Answer: B

Explanation:
The value proposition of customer success for customers is the reduced time to value. Customer success initiatives aim to help customers achieve their desired outcomes faster and more efficiently, thereby reducing the time it takes for them to realize value from their investment1.

NEW QUESTION # 16
Which definition of customer success is true?

A. 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.
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 the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

Answer: D

Explanation:
Explanation/Reference: https://www.gainsight.com/guides/the-essential-guide-to-customer-success/

NEW QUESTION # 17
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